Head of IT Service Management

The Company is seeking a Head of IT Service Management to lead and drive end-to-end IT service management practices. The successful candidate will be responsible for overseeing critical ITSM functions, including major incident management, change management, problem and root cause analysis, knowledge management, and continual service improvement. This role requires the ownership of the enterprise-wide ITSM governance model, operational reporting framework, and maturity roadmap to provide executive leadership with actionable service insights. The Head of IT Service Management will also be tasked with directing and coaching ITIL practice leads, setting process standards, and driving operational disruption reduction initiatives. Applicants must have a minimum of 10 years of senior global leadership experience in managing IT service management, service operations, or IT governance within complex enterprise environments. Deep operational expertise in driving ITIL framework adoption and a proven track record of managing ITSM practice owners are essential. The role demands a strong capability in designing executive-level operational reporting, defining ITSM metrics, and utilizing operational data to remediate service vulnerabilities. Hands-on experience with enterprise ITSM platforms and familiarity with SIAM, multi-vendor management, or Lean/Six Sigma frameworks are also required. The ideal candidate will be a strategic leader with the ability to build long-term stability strategies and ensure the continuous improvement of IT service management practices.