Head of IT Service Management

Head of IT Service Management Nottingham (Hybrid) £100,000 - £115,000 + Package Retail Sector We're supporting a leading global retail business, currently undergoing a large-scale IT and business transformation, in the search for a Head of IT Service Management. This is a critical leadership position, based in Nottingham with flexible hybrid working, focused on shaping and delivering a modern, efficient ITSM strategy across the EMEA region. This role is ideal for a senior IT service leader with strong ITIL expertise, a track record of transformation, and experience operating in matrixed, multinational environments. Key Responsibilities:

• Lead and evolve ITSM strategy and operations across the EMEA region
• Drive best-practice ITIL process adoption across incident, problem, change, and request management.
• Oversee the implementation of a global ITSM platform.
• Improve first- and second-line support performance through upskilling and process optimisation.
• Deliver automation, self-service, and AI tools to streamline operations and improve user experience.
• Partner with regional IT teams, business leaders, and third-party providers to ensure consistent, value-driven service delivery.
• Ensure compliance with internal policies and external standards.
• Lead major incidents and crisis response when required.
• Build and lead a high-performing ITSM team with a culture of continuous improvement.

Candidate Profile:

• 10+ years of IT service management experience, with 5+ years in a leadership capacity.
• ITIL v4 Expert certification or equivalent strongly preferred.
• Demonstrable success leading ITSM transformation and automation initiatives.
• Strong experience with enterprise ITSM platforms (e.g., ServiceNow, BMC Remedy).
• Excellent leadership, stakeholder engagement, and vendor management skills.
• Background working in complex, multinational businesses-retail sector experience is advantageous.
• Bachelor's or Master's in IT, Computer Science, or related field.