Head of Service Operations

The role The Head of IT Service Management is accountable for leading IT service management practices across Group IT and ensuring that internal teams and external vendors consistently operate against agreed ITIL-based frameworks, controls, and performance expectations. The role leads the ITIL practice leads and owns the integrated service management improvement agenda, ensuring practices are well defined, adopted, trained, measured, reported, audited, and continuously improved. The role is responsible for driving end-to-end operational stability, incident reduction, major incident management, change management, problem management and root cause analysis, knowledge management, service request management, continual service improvement, and Group IT operational reporting.…