Head of Service Management (Non-FSI)

• Define and lead the organization's IT service management strategy, aligning with ITIL best practices.
• Translate ITSM strategy into actionable plans that support business goals and digital transformation.

• Act as the primary point of contact between IT service management and key business units.
• Build and maintain strong relationships with stakeholders to understand service needs and expectations.
• Champion a culture of customer-centricity and service excellence.

• Own the ITSM framework and ensure adherence to ITIL practices across incident, problem, change, request, and service level management.
• Lead the continual service improvement (CSI) process and drive efficiency through automation, metrics, and feedback loops.
• Monitor and report on service performance, user satisfaction, and SLAs.

• Oversee third-party service providers and ensure services are delivered in line with contracts, KPIs, and organizational expectations.
• Collaborate with procurement and legal teams during contract negotiations and renewals.
• Hold vendors accountable for service delivery and manage escalations effectively.

• Lead and mentor a team of service management professionals (e.g., Service Desk, Service Delivery Managers, Process Owners).
• Foster a culture of collaboration, accountability, and professional development.

• Proven experience in a senior IT service management role, ideally in a mid-to-large organization.
• Strong knowledge and practical application of the ITIL framework (v4 preferred).
• Demonstrated experience in vendor management and contract negotiation.
• Background in building business relationships and working with senior stakeholders.
• Experience leading service improvement initiatives and managing across multiple suppliers and platforms.
• ITSM certification (e.g., ITIL Expert, ITIL Managing Professional) desirable.
• Familiarity with service integration and management (SIAM).
• Experience with enterprise service management tools (e.g., ServiceNow, BMC, Cherwell).
• Understanding of Agile/DevOps environments and how they integrate with ITSM.

Argyll Scott