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Head of IT Operational Excellence - ServiceNow/DEX/AI/SRE

Scott-MerrickLondon🇬🇧United KingdomPosted 14 Oct 2026

Why This Role Stands Out

This Head of IT Operational Excellence role offers a significant opportunity to shape the digital employee experience using cutting-edge ServiceNow, AI, and SRE principles, with a highly competitive GBP 140,000 salary and potential bonus. You'll thrive here if you have a proven track record in leading large service desks and leveraging technology for measurable improvements in user satisfaction, making this an exceptional chance to drive impactful change in a hybrid environment. Apply now to explore this exciting leadership position.

Quick Overview

Salary
£140k/yr
Seniority
Leader
Employment type
Full Time
Work mode
Hybrid
Location
London, United Kingdom

Job Description

Head of IT Operational Excellence - ServiceNow/DEX/AI/SRE

London | Hybrid 2-3 days per week | Permanent | £120,00 - £140,000 + up to 30% bonus

Head of IT Operational Excellence required to transform enterprise User Support, ITSM and technology reliability across a large global organisation.

This is not a traditional ITIL/Service Delivery role. The focus is on improving Digital Employee Experience through ServiceNow, DEX monitoring, AI, observability and automation.
Key qualifying question for applicants: Have you led a large internal Service Desk and used ServiceNow, DEX/XLA, AI or automation to measurably improve employee experience?

Key requirements:

  • Large internal Service Desk/End User Support leadership
  • ServiceNow platform ownership
  • DEX/Digital Employee Experience monitoring
  • XLA-led service improvement
  • ServiceNow AI/GenAI/intelligent automation
  • ITSM/Major Incident/Command Centre
  • SRE/reliability/observability
  • Proactive monitoring and automated remediation
  • Self-service, knowledge and ticket reduction
  • Measurable improvement in CSAT, XLA, FCR, MTTR, availability or support demand

The strongest candidates will be able to show how they have used ServiceNow, AI and DEX tooling to materially improve employee experience , not simply modernise ITSM processes.

London hybrid 2-3 days per week. Unrestricted UK Right to Work required.

Please apply now for more information on the role: Head of IT Operational Excellence - ServiceNow/DEX/AI/SRE.

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