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 management

Essential 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 technologies

Desirable 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 qualifications

Security Requirements

Candidates must:

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

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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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