Head of Service Management
Remote · London, England, United Kingdom
Job Summary
Head of Service Management role leading the TfL-ticketing programme for London across contractual governance and service delivery. Responsibilities include managing contractual obligations, service performance regimes, change control; owning budgets and cost control with strong financial and commercial acumen; leading and developing senior teams; ensuring robust information security measures and collaboration with the Information Security Manager; driving stakeholder engagement at executive and operational levels; coordinating changes to minimise disruptions and continuously improve processes, systems and services within a large, regulated contractual environment. Requires extensive senior-level experience in service management, ability to interpret complex contractual requirements into governance and controls, and a strong background in ITIL-aligned practices, risk management, asset/configuration management, and performance assurance. Desirable ITIL certification or equivalent training; degree-level education or equivalent, with a focus on engineering, information systems, or related disciplines.
Required Qualifications
- Degree-level education or equivalent professional experience in engineering, information systems or a related discipline
- Strong senior-level experience in service management or service delivery within large, complex, and regulated contractual environments
- Experience operating at executive or senior management level as the accountable owner of service delivery under a formal performance-based contract
- Proven ability to interpret and apply complex contractual requirements and translate them into effective operational governance and controls
- Strong working knowledge of ITIL or ITIL-aligned service management frameworks
- Experience managing multi-disciplinary service organisations including operations, maintenance, performance assurance and change management
- Proven ability to manage high-visibility services with significant operational, reputational and stakeholder impact
- Excellent communication skills with capability to engage credibly with senior stakeholders
- Ability to lead and motivate senior teams, delegate effectively, and drive accountability
- Desirable ITIL certification or equivalent service management training
- Engineering or technical background in large-scale systems or infrastructure environments
- Formal training in risk management, asset management or quality management systems (ISO-aligned)
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