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

Scott-MerrickLondon🇬🇧United Kingdom

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
SeniorityLeader
Employment typeFull Time
Work modeHybrid
LocationLondon, United Kingdom

Job description

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

  • London W1 - Hybrid 2-3 days per week
  • Up to £140,000 + 30% bonus

We are recruiting a Head of IT Operational Excellence to modernise a large global technology operations environment.

Please Note: This is not a traditional ITSM or Service Desk leadership role . We need a technology-credible operational leader who has transformed support and service operations using ServiceNow, AI, DEX, observability, automation and reliability engineering.

You will lead capabilities spanning Service Management, global user support, Command Centre/Major Incident Management, SRE, operational readiness and continuous improvement.

Key experience required:

  • Leadership of large-scale enterprise IT operations across multiple countries, teams and technology functions.

  • Strong ownership of ServiceNow as a strategic platform , including automation, self-service and AI capabilities such as Now Assist, Virtual Agent or AI Search.

  • Implementation of DEX and observability platforms to move operations from reactive support towards proactive detection and prevention.

  • Proven use of automation, self-healing or autonomous remediation to reduce incidents and manual support demand.

  • Experience developing Command Centre, Major Incident or SRE/reliability capabilities.

  • Strong technical credibility with engineering teams and the ability to drive measurable improvements in employee experience, resilience, MTTR and operational efficiency.

This role suits an Operational Excellence leader who has already moved beyond SLA-driven ITSM into a modern, automated and data-led operating model.
Please apply now for more information on the role: Head of IT Operational Excellence - ServiceNow/DEX/AI/SRE .

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