Head of Service Operations
Core
Leading IT service management practices, governance, and operational stability across Group IT using ITIL frameworks.
Role type
Senior IC Head of IT Service Management
Builds
Integrated service management system, operational reporting, and vendor compliance
Domain
IT Operations / IT Service Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
ITIL framework expertise, ITSM governance, incident management, change management, problem management, root cause analysis, operational reporting, vendor management, process improvement, stakeholder leadership
Preferred skills
ServiceNow, analytics partnership, training strategy, audit compliance, risk management
Technologies
ServiceNow
Responsibilities
Lead ITIL practice leads and set direction for ITSM; Own ITSM governance model and improvement agenda; Drive end-to-end operational stability and incident reduction; Define and govern operational reporting framework; Oversee major incident, change, problem, knowledge, and request management; Ensure consistent ITSM adoption across vendors and internal teams
Seniority
Senior, hands-on IC
