Job Description

Head of IT Service Management £600 day rate (Inside IR35), Hybrid Working

Parity is delighted to partner with our client; a public sector organisation, who are looking to recruit an experienced to lead and shape the strategic direction of IT Service Management across a complex and high-profile environment.

You will be responsible for defining the vision, governance, and continuous improvement of service management practices, ensuring services are delivered effectively, consistently, and in alignment with organisational and customer requirements.

This is a senior leadership role requiring strong stakeholder engagement, operational oversight, and a proven track record in large-scale IT service environments.

Key Responsibilities

Lead and develop a Service Management team, ensuring capacity, performance, and adherence to standards

Define and deliver the IT Service Management strategy and continuous improvement roadmap

Act as a senior escalation point for service issues and stakeholder concerns

Oversee service performance, reporting, and customer satisfaction metrics

Ensure ITIL-aligned processes are embedded and continuously improved

Lead on service design input into new bids, contracts, and change requests

Manage supplier relationships and support contract/service negotiations

Ensure SLA/OLA compliance and effective service delivery governance

Engage with senior stakeholders and customers across the organisation

Promote a strong culture of professionalism, accountability, and continuous improvement

Support team development, recruitment, coaching, and performance managementEssential Skills & Experience

Extensive experience in large, complex IT service delivery environments

Proven leadership of service management or senior service delivery teams

Strong knowledge of ITSM tools (e.g. ServiceNow)

Deep understanding of SLA/OLA creation and management

Experience working to ISO 9001 and ISO/IEC 20000 standards

ITIL 4 Managing Professional (or ITIL V3 Expert with ITIL 4 Foundation)

Strong commercial and financial management experience in regulated environments

Experience leading organisational change and service transformation

Supplier and third-party management experience

Strong stakeholder engagement and communication skills

Understanding of IT infrastructure, security, and communications technologiesDesirable Skills

ITIL 4 Strategic Leader or ITIL Master

Experience with project/programme delivery methodologies

Experience working within UK Government.

Lean Six Sigma or similar continuous improvement qualificationsSecurity Requirements

Candidates must:

Be eligible to obtain UK Government SC Clearance (or already hold SC clearance)

Parity - Better Decisions: Better People

Parity Group plc acts in the capacity of an Employment Agency when providing contract recruitment services.

We welcome applications from all sections of society and applicants will be considered on the basis of their suitability for the position

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