Head of IT Service Management & Operational Governance

The Company is seeking a Head of IT Service Management and Operational Governance to lead the establishment and maturation of enterprise ITIL service management frameworks. The successful candidate will be responsible for setting standardized operating policies and governance controls across internal technology teams and resolver groups, as well as directing core service operations to ensure maximum system availability and minimal business disruption. This global role involves overseeing major incident management, change enablement, problem management, and root cause analysis, and requires a proven track record in managing large-scale strategic vendor ecosystems. Applicants for this role at The Company should have a minimum of 10 years' experience in IT service management, with a focus on service governance, and possess deep practical expertise in ITIL and MSP governance models. The role also demands the formulation of executive-level reporting frameworks, operational dashboards, and the driving of continual service improvement through the integration of intelligent automation and operational analytics. Global exposure experience is advantageous. The Head of ITSM and Operational Governance will be expected to align technology operations and disaster recovery readiness with enterprise risk mandates and regional regulatory compliance standards, making this a critical position with senior leadership visibility and impact.