Head of IT Service & Support

£600-£700 per day | Predominantly Remote | 80% Remote, North England

We are looking for an experienced Head of IT Service & Support to lead service delivery and drive a significant IT service transformation within a large, complex organisation.

This is a senior leadership role offering the opportunity to shape service strategy, improve operational performance and build a consistent, customer-focused IT support model across a diverse, multi-site environment.

The Role

You will take overall responsibility for IT service delivery, service desk operations, IT service management (ITSM) and the end-user experience. Working closely with executive stakeholders, you will define the long-term service strategy while ensuring effective day-to-day support across IT and operational technology environments.

Leading through a team of managers, you will drive standardisation, continuous improvement and the integration of local support functions into a more unified service model.

Key Responsibilities

• Develop and deliver the IT Service & Support strategy and long-term roadmap.
• Lead service desk, regional support and on-site operations across a multi-site, international environment.
• Establish consistent ITIL-based service management processes, standards and service levels.
• Own the ITSM platform, service catalogue, workflows, reporting and self-service capabilities.
• Drive automation, AI and shift-left initiatives to improve service quality and operational efficiency.
• Oversee major incident management, escalations, root cause analysis and service improvement.
• Lead service transformation, operating model consolidation and the integration of acquired businesses.
• Manage third-party suppliers, service partners and ITSM vendors.
• Hold budgetary responsibility for the function, including financial planning and cost optimisation.
• Ensure service continuity and effective collaboration with infrastructure, security and operational technology teams.
• Lead, develop and coach a team of managers across multiple locations.
• 15+ years in IT service management and support, including at least 7 years in senior leadership roles.
• Proven experience leading managers and geographically dispersed teams within a complex organisation.
• Strong expertise in ITIL 4, ITSM platforms, service desk operations and service delivery.
• A track record of service transformation, centralisation and operating model improvement.
• Experience integrating acquired businesses and consolidating support functions.
• Knowledge of IT and OT support environments; manufacturing or FMCG experience would be beneficial.
• Experience using automation, self-service and AI to improve service performance.
• Strong financial management, budgeting and supplier relationship experience.
• Excellent executive stakeholder management and communication skills.
• ITIL 4 certification, ideally Managing Professional or Strategic Leader.

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