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Head of Service Management - Luton - £70,000

  • Location

    Luton, Bedfordshire

  • Sector:

    Information Technology

  • Job type:


  • Salary:

    £60000.00 - £70000.00 per annum + bonus & benefits

  • Contact:

    Vikki Bayfield

  • Contact email:

  • Salary high:


  • Salary low:


  • Job ref:


  • Published:

    3 months ago

  • Expiry date:


  • Startdate:


Head of Service Management - Luton - Up to £70,000 + 20% bonus & benefits

Our client a global e-commerce organisation who operate in over 180 countries and had a revenue over 20 Billion EUR last year, are actively seeking a Head of Service Management to join their Digital Platforms team based in Luton.

The Head of Service Management will shape and lead the Service Delivery strategy and function as well as be responsible for pro-active infrastructure and application monitoring, demand / capacity management and delivering day to day services.

Essential Skills:

  • Proven experience of Service Delivery organisation implementation and continual improvement.
  • Proven experience in the following areas:
    • Capacity/demand management
    • Application support (with vendor management where COTS involved)
    • Infrastructure support (including Cloud and on-prem)
    • Application/infrastructure monitoring
  • Pro-actively managing performance in response to load/demand
  • Service desk and supporting process setup and management
  • Proven experience of diligent crisis management in the event of major issues.
  • Experience of effective disaster recovery planning and implementation of mitigations.


  • The role will be expected to utilise experience to setup and run a services organisation capable of supporting multiple critical systems and millions of customers.
  • Strategy coverage and operational responsibility will also include service desk setup and procedures, service catalogue maintenance, incident capture & resolution, change management, system configuration, capacity management, asset management / maintenance, release management and continuity management
  • The Head of Service Management will work with programme delivery teams to ensure smooth transition of programmes, projects and releases into production running. This will involve medium and long-term programme / project liaison to deliver planned operational testing and release planning.
  • Service realisation planning will also form a critical element to the role and this will involve infrastructure (cloud first) planning, service support modelling, vendor interaction/management, SLA design, KPI design, team resource planning, resolver group planning and all other aspects required to ensure a smooth delivery into production.
  • The Head of Service Management will be responsible for at least 10 major services spanning a much wider range of component systems and a user base in excess of 16,000 geographically spread users.

If this Head of Service Management role is of interest, then please respond with an up to date CV.

Head of Service Management - Luton - Up to £70,000 + 20% bonus & benefits