Head of IT Service Management (ITSM), Service Delivery, Financial Services Industry

The Company is seeking a Head of IT Service Management (ITSM) with a focus on Service Delivery in the Financial Services Industry. The successful candidate will be responsible for establishing and maturing enterprise ITIL service management frameworks, setting standardized operating policies, and governance controls across internal technology teams. This role involves direct oversight of core service operations, including Major Incident Management, Change Enablement, Problem Management, and Root Cause Analysis, to ensure maximum system availability and minimal business disruption. The Head of ITSM will also be tasked with managing multi-vendor and Managed Service Provider (MSP) ecosystems, enforcing SLA compliance, and driving Continual Service Improvement through the integration of intelligent automation and operational analytics. Applicants must have a minimum of 10 years' experience in IT Service Management, with a strong emphasis on service governance, and a proven track record in managing large-scale strategic vendor ecosystems. Deep practical expertise in ITIL and MSP governance models is essential. The role requires the formulation of executive-level reporting frameworks and operational dashboards, as well as the alignment of technology operations with enterprise risk mandates and regional regulatory compliance standards. Global exposure experience is advantageous. The Head of ITSM will play a critical role in the company's technology investment and will have the opportunity to make a significant impact on the organization's IT service governance.