Head of Service Management

Head of Service Management - Consultant

Location: Glasgow (Hybrid - 3 days office / 2 days from home)

We're supporting a well established technology organisation to hire a Head of Service Management who will take full ownership of how IT services are delivered, supported and improved across a multi site, multi team environment. This is a senior operational leadership role with accountability for service stability, performance, governance and the maturity of core ITIL functions.

You'll lead the teams responsible for day to day service operations, including the service desk, incident/problem/change, monitoring, operational controls and offshore capability. A key part of the remit is defining and embedding "what good looks like" - bringing structure, clarity and accountability across teams, processes and tooling.

What You'll Be Doing

You'll act as the senior point of escalation for service issues and ensure critical services are predictable, well governed and continuously improving. Working closely with service, operations, engineering and leadership teams, you'll drive operational discipline, uplift service outcomes and instil consistent ways of working across all locations.

The organisation is also advancing its tooling and operating model, including moving toward the next generation of ConnectWise and greater automation. You'll help define and implement a modernised service model, ensuring that 1st-3rd line support, out of hours coverage and incident response all align effectively.

What We're Looking For

We're looking for someone who has led a large, complex service management or service delivery operation of up to 100 people, ideally with multi customer or multi site exposure. You'll be experienced across the ITIL framework (ITIL v4 preferred), confident in challenging and improving service processes, and comfortable making decisions in high pressure service situations.

You will bring experience running or partnering with offshore teams, managing vendor performance, owning SLAs/KPIs, and improving operational hygiene across monitoring, change, backups and controls. Experience with ConnectWise is a plus, but strong hands on experience with modern ITSM tooling (ServiceNow, Jira SM, Zendesk, etc.) is equally valuable.

This is a 24/7 service environment with an expectation of being part of a senior escalation rota. Issues requiring involvement are infrequent but you will be the point of leadership when required.

Interested?

If you've led service operations at scale, enjoy bringing structure and predictability to service teams, and want the opportunity to shape a modern service management function, I'd be happy to discuss this role further.

Send your CV or message me directly for a confidential conversation.