Head of ITSM (IT Service Management)

Job ID:43455
Location:Birmingham : 1 Trinity Park : Bi
Position Category:Information Technology
Position Type:Employee Regular

Role purpose:

The Head of IT Service Management is accountable for the stability resilience and governance of LRQAs global IT services.

The role provides executive oversight of the end-to-end IT service lifecycle ensuring robust control across Incident Major Incident Change Problem and Service Transition disciplines to protect business continuity and reduce operational risk.

It holds direct accountability for the 24/5 Global IT Helpdesk and the 24/7 Major Incident on-call framework ensuring effective frontline support rapid restoration of critical services and clear executive-level communications during service disruption.

The role drives measurable improvements in service performance operational maturity and customer experience while leading the optimisation of the Halo ITSM platform and strengthening automation and self-service capabilities.

In partnership with Infrastructure Cyber Security Applications Digital and Data leaders the Head of ITSM ensures IT services are integrated scalable and aligned to LRQAs transformation and growth agenda with consistent global standards across both Service Desk and On-Site Support operations.

Overall the role safeguards enterprise service stability while enabling controlled low-risk change and sustainable transformation.

Key Responsibilities:

• Enterprise Service Stability & Governance - Accountable for the resilience performance and governance of LRQAs global IT services protecting business continuity and reducing operational risk.
• Global Service Desk & Major Incident Oversight - Executive ownership of the 24/5 IT Helpdesk and 24/7 Major Incident on-call model ensuring rapid restoration of critical services strong SLA adherence and clear senior stakeholder communications.
• ITSM Framework & Platform Leadership - Own and optimise the Halo ITSM platform and ITIL-aligned processes ensuring standardisation integration and alignment to business and transformation priorities.
• Service Performance & Continuous Improvement - Drive measurable improvements in service reliability MTTR high-severity incident reduction and customer satisfaction through structured reporting and improvement disciplines.
• Service Transition & Change Assurance - Govern production readiness for all new services and transformation initiatives ensuring controlled low-risk introduction into live operations.
• Commercial & Vendor Control - Provide oversight of third-party service partners and contracts ensuring value for money performance assurance and cost optimisation.
• Global On-Site Support Leadership - Accountable for consistent service standards hardware lifecycle governance refresh programmes and IT integration support across all major LRQA locations.
• Digitisation & Self-Service Enablement - Enhance colleague experience through automation knowledge management and shift-left strategies that improve efficiency and scalability.
• Service Performance MI & Operational Insight - Deliver monthly executive MI covering Major Incidents service performance operational trends and resolver team effectiveness using data-driven insight to identify risk strengthen accountability and drive measurable improvement.

Technical/Professional Qualifications/Requirements

• Significant leadership experience within a complex multi-vendor global IT services environment.
• Proven track record of governing enterprise-scale IT operations across geographically diverse user bases.
• Strong expertise in IT Service Management platforms and cloud service models (IaaS PaaS SaaS).
• Deep working knowledge of ITIL-aligned service management disciplines including Major Incident and Service Transition governance. ITIL certified (Practitioner or higher).
• Experience operating structured IT Service Desk and Major Incident frameworks.
• Demonstrated commercial acumen including vendor governance contract oversight and cost optimisation.
• Strong analytical and data-driven decision-making capability with experience leveraging operational MI to drive service improvement.
• Experience assuring production readiness and supporting transformation within structured project delivery methodologies (Agile / PRINCE2 or equivalent).
• Excellent stakeholder engagement and executive communication skills with the ability to influence at senior level.
• Broad business understanding with the ability to balance operational resilience transformation priorities and commercial constraints.

Pre-Employment Checks

If you are successful in securing a role with us we will carry out pre-employment checks in accordance with what is allowed under local law.

These checks will include (as permitted):- right to work identification verification of employment history education and criminal records.

We may involve the third-party supplier to run the background checks as needed and your data will be retained for a period as needed for the purpose of employing you.

Your data will be stored in accordance with all relevant privacy legislation.

Please contact us if you have any questions or concerns.

Diversity and Inclusion at LRQA:

We are on a mission to be the place where we all want to work and we are passionate about embracing different perspectives because we understand the value this brings to our business our clients and each other. We are all about creating a safer and more sustainable future and our inclusive culture is right at the heart of our business.

Together our employees make our communities better and we want you to be part of our diverse team!

LRQA is a leading global assurance integrity and expertise we bring to our partnership with clients support their journey to a safer more secure and more sustainable future. (Group entities).

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