£600-£700 per day | Predominantly Remote | 80% Remote, North England
We are looking for an experienced Head of IT Service & Support to lead service delivery and drive a significant IT service transformation within a large, complex organisation.
This is a senior leadership role offering the opportunity to shape service strategy, improve operational performance and build a consistent, customer-focused IT support model across a diverse, multi-site environment.
The Role
You will take overall responsibility for IT service delivery, service desk operations, IT service management (ITSM) and the end-user experience. Working closely with executive stakeholders, you will define the long-term service strategy while ensuring effective day-to-day support across IT and operational technology environments.
Leading through a team of managers, you will drive standardisation, continuous improvement and the integration of local support functions into a more unified service model.
Key Responsibilities
- Develop and deliver the IT Service & Support strategy and long-term roadmap.
- Lead service desk, regional support and on-site operations across a multi-site, international environment.
- Establish consistent ITIL-based service management processes, standards and service levels.
- Own the ITSM platform, service catalogue, workflows, reporting and self-service capabilities.
- Drive automation, AI and shift-left initiatives to improve service quality and operational efficiency.
- Oversee major incident management, escalations, root cause analysis and service improvement.
- Lead service transformation, operating model consolidation and the integration of acquired businesses.
- Manage third-party suppliers, service partners and ITSM vendors.
- Hold budgetary responsibility for the function, including financial planning and cost optimisation.
- Ensure service continuity and effective collaboration with infrastructure, security and operational technology teams.
- Lead, develop and coach a team of managers across multiple locations.
- 15+ years in IT service management and support, including at least 7 years in senior leadership roles.
- Proven experience leading managers and geographically dispersed teams within a complex organisation.
- Strong expertise in ITIL 4, ITSM platforms, service desk operations and service delivery.
- A track record of service transformation, centralisation and operating model improvement.
- Experience integrating acquired businesses and consolidating support functions.
- Knowledge of IT and OT support environments; manufacturing or FMCG experience would be beneficial.
- Experience using automation, self-service and AI to improve service performance.
- Strong financial management, budgeting and supplier relationship experience.
- Excellent executive stakeholder management and communication skills.
- ITIL 4 certification, ideally Managing Professional or Strategic Leader.
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