Head of IT Service Management (ITSM)

The Company is seeking a Head of IT Service Management (ITSM) to lead and drive the end-to-end IT service management practices. The successful candidate will be responsible for overseeing critical ITSM functions such as Major Incident Management, Change Management, Problem and Root Cause Analysis, Knowledge Management, and Continual Service Improvement. This role involves owning the enterprise-wide ITSM governance model, operational reporting framework, and maturity roadmap to provide executive leadership with actionable service insights. The Head of ITSM will also be tasked with directing and coaching ITIL practice leads, setting process standards, risk management controls, and vendor accountability metrics across multi-supplier IT environments. 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 requires 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 necessary. The ideal candidate will be adept at analyzing incident trends, root cause data, and change failures to build long-term stability strategies and drive operational disruption reduction initiatives.