Head of IT Service Management

Purpose of the role:

Reporting directly to the Director of Managed Services, The Head of Service Management is responsible for the leadership, governance, performance and continual improvement of all IT Service Management (ITSM) functions within the Shared Managed Services business. The role provides strategic and operational leadership across the Service Desk, Major Incident Management, Problem Management, Change Management, Service Governance and Service Reporting functions. Working closely with customers, operational teams and senior stakeholders, the role ensures service excellence, operational efficiency, strong governance and continual enhancement of customer outcomes.

Culture, Values and Behaviours

• Putting customers first and maintaining a strong focus on service outcomes.

• Giving their best through visible leadership, accountability and high professional standards.

• Challenging limits by using innovation, automation and continual improvement to strengthen service performance.

• Rising together by collaborating across teams, communicating clearly and helping others succeed.

• Taking ownership of outcomes and demonstrating resilience during service-critical situations.

• Continuously learning and encouraging the development of others.

Key Responsibilities/Deliverables/Behaviours

• Lead and develop the Service Desk and Service Management teams, creating a high-performing and customer-focused culture.

• Own ITSM governance across the Shared Managed Service business, ensuring alignment with ITIL best practices and organisational standards.

• Oversee Incident, Major Incident, Problem and Change Management functions, ensuring effective control and continuous service performance.

• Drive SLA achievement, customer satisfaction, service availability and operational excellence across all managed service contracts.

• Act as the senior escalation point for critical incidents and significant service issues.

• Lead automation, efficiency and continual service improvement initiatives that enhance service maturity and reduce operational risk.

• Build and maintain trusted relationships with customers, suppliers and senior stakeholders, balancing customer, operational and commercial priorities.

Success Measures

• A highly successful Head of Service Management will have:

• Consistently achieved contractual SLA and KPI commitments.

• Improved customer satisfaction (CSAT) and overall service perception.

• Increased service availability and first contact resolution rates.

• Improved major incident recovery performance and reduced business impact.

• Maintained a high change success rate while effectively managing service risk.

Telefónica Tech (part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities. At Telefónica Tech we believe that technology can do great things: from extracting all the value of data to make the best business decisions, to ensuring the resilience of every organisation to build a more sustainable future. We serve more than 5.5m customers every day in over 175 countries, with a global ecosystem of market-leading partners. We are a global business with local strategic hubs in Spain, Brazil, the UK, and Germany.

In the UK and Ireland, Telefónica Tech UK&I has over 1,000 professionals helping leading brands and organisations across public sector, financial services and insurance, retail and manufacturing and commercial markets to unlock the power of integrated technology for all. We bring together in one place a unique combination of the best people, with the best tech and the best platforms. All in a simplified manner, to make a real difference to every business, every day. The Telefónica Tech UK&I hub has an end- to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data & AI (Adatis), Enterprise Applications (Incremental), Workplace Services and Cyber Security & Networking.

We live by our values by being open, trusted and bold.Open to new ideas and ways of doing things. Trusted by our employees, customers and partners. Bold in our decisions and actions.

A few of our Partners & Accreditations:

• One of Microsoft UK&I’s top 3 Service Providers having achieved their most highly acclaimed Azure Expert status for the last 3 years. Also recognised as a key Fastrack and Inner Circle Partner working closely across and with Microsoft globally.
• HPE Platinum Partner and pleased to have received the HPE FY23 UK&I Solution Provider of the Year award.
• Part of the Fortinet elite VIP program and one of only 2 Ultimate Partners in the UK.
• AWS Advanced Solution provider program and Managed Service Provider program.