- Sorry, this job is no longer available! -

Head of Service Management | FTSE 250 | Fin Services

London - London

£90,000 - £95,000   + 15% bonus

Head of Service Management | FTSE 250 | Financial Services

Our client is looking for a Head of Serivice Management to lead the global internal service desk functions at their London HQ.

As a global organisation that delivers a multitude of media products into the financial services sector, you would be looking after teams in London, Hong Kong and NY to name a few! You would be responsible for delivering excellent levels of service through the advancement and adoption of the core ITSM framework and the operation of the Service Desk function globally.

Main tasks

  • Understand business processes and priorities to establish alignment of services to the business' needs;
  • Overall ownership of technology service management leading ITSM, service lifecycle, support model and Service Desk across all central technology functions
  • Review escalation process to ensure coordination of resolving parties, effective communication to users and stakeholders and regular post incident review;
  • Identify processes, procedures and other areas that require documentation or improvement to documentation;
  • Provide a plan for regular and accurate management reporting on service performance against SLA's and KPI's;
  • Review of incoming and outstanding requests daily in order to identify process and quality gaps;
  • Product ownership of the ServiceNow ITSM platform to set roadmaps and requirements
  • Understand and comply with the IT organisation requirements, processes, procedures and policies;


Essential requirements

  • Have previous demonstrable experience of establishing an effective service management environment with ITIL processes;
  • Experience establishing and delivering monitoring against SLA's and KPI's;
  • Comprehensive knowledge Incident, Problem, Change and Config management processes
  • Proven experience of managing service desk in a global enterprise
  • Experience working with a service ticketing solution;
  • Ability to demonstrate initiative and innovation and to complete projects effectively;
  • Good communication skills including an ability to explain concepts, ideas and technologies to technical and non-technical colleagues;
  • Ability to produce clear written material;
  • ITIL qualification in Service Strategy, Service Design or Planning, Protection & Optimisation

In addition to the above you will receive:


  • Up to 15% Bonus
  • 25 days` holiday
  • Subsidised Gym Membership
  • Private Health Care
  • Season Ticket Loan
  • Pension (The company matches employee contribution)
  • Share Purchase Scheme

Really good environment here with a great team and culture!

Head of Service Management | FTSE 250 | Fin Services

Service delivery ITIL Change management

Updated: Thu Jul 09 2020 01:30:00 GMT+0000 (Coordinated Universal Time)