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 strong background in IT service management, including service governance, with a minimum of 10 years' experience. Deep practical expertise in ITIL and MSP governance models is essential, and a proven track record of managing large-scale strategic vendor ecosystems is a key requirement. The role also includes formulating executive-level reporting frameworks, driving continual service improvement through the integration of intelligent automation and operational analytics, and aligning technology operations with enterprise risk mandates and regional regulatory compliance standards. The ideal candidate will have a Bachelor's degree and no additional qualifications are required. Global exposure experience is advantageous. The Head of IT Service Management and Operational Governance will have the opportunity to make a significant impact within the organization, with senior leadership visibility and the chance to direct end-to-end IT service governance across a massive global workforce.