Head of IT Service & Support

Quick Facts

• Role: Head of IT Service & Support

• Reports to: CIO

• Scope: Global IT and Operational Technology (OT) support across multiple locations/time zones

Description

Lead and take ownership of IT Service & Support operations across an international organisation. Shape the global IT service strategy, ensure effective incident and service request handling, and drive ITSM continuous improvement with service performance measured by KPIs and SLAs.

Responsibilities

• Develop and implement an IT Service & Support strategy aligned with business objectives

• Lead, develop, and empower international IT support teams across multiple locations/time zones

• Own IT service operations, including incident management, service request fulfilment, and escalation processes

• Drive continuous improvement of ITSM processes, service quality, and end-user satisfaction

• Oversee ITSM tools, workflows, reporting, and service automation initiatives

• Define and monitor KPIs and SLAs for consistent service performance

• Coordinate major incident management, root cause analysis, and preventative measures

• Collaborate with IT leadership, infrastructure teams, application owners, and business stakeholders

• Support user training, digital adoption, and security awareness initiatives

• Own and manage the IT Service & Support budget

Requirements

• Extensive experience in IT Service Delivery/ITSM/IT Support/IT Operations

• Proven leadership and development experience for IT support teams, ideally in an international organisation

• Strong understanding of ITIL/ITSM, incident management, problem management, and service delivery best practices

• Experience managing service performance through SLAs, KPIs, and continuous improvement

• Ability to blend strategic thinking with hands-on operational leadership

• Strong stakeholder management, communication, and organisational skills

• Experience driving process improvements and automation in IT support

• Excellent English communication skills

• ITIL or other ITSM certification would be an advantage

• University degree in IT or related discipline or equivalent relevant professional experience

Benefits

• Senior leadership role in an established international organisation

• Direct reporting line to the CIO

• Opportunity to shape group-wide IT Service & Support strategy and influence delivery

• Exposure to international teams, business stakeholders, and complex IT environments

• A role combining strategic ownership, people leadership, and operational transformation