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Head of IT Service Management
Telefónica Tech. Lead and develop the Service Desk and Service Management teams .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive leadership in IT Managed Services, with a strong focus on ITIL-based Service Management practices, governance, and continual service improvement. Proven ability to drive SLA and KPI performance while maintaining high levels of customer satisfaction and operational excellence.
Highest-signal resume keywords
ITIL 4 Managing Professional (MP)ServiceNowService Desk ManagementIncident ManagementChange Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
ITIL Best PracticesService ManagementGovernance FrameworksOperational ExcellenceService ImprovementAnalytical SkillsDecision-MakingAutomation InitiativesSLA AchievementKPI Performance
Soft Skills
Stakeholder ManagementCommunication SkillsLeadership SkillsCustomer Relationship ManagementCommercial Awareness
Tools & Technologies
Enterprise ITSM PlatformsServiceNow
Certifications & Qualifications
ITIL 4 Managing Professional (MP)ITIL ExpertLean CertificationSix Sigma CertificationLeadership Qualification (ILM or CMI)
Industry Keywords
Managed ServicesService DeskIncident ManagementMajor Incident ManagementProblem ManagementChange ManagementContinual Service ImprovementSecurity Check (SC)Non-Police Personnel Vetting Level 3 (NPPV3)Executive Governance Reporting
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Lead and develop the Service Desk and Service Management teams
- Own ITSM governance across the Shared Managed Services business
- Ensure alignment with ITIL best practices and organisational standards
- Oversee Incident, Major Incident, Problem, and Change Management functions
- Drive SLA achievement, customer satisfaction, service availability, and operational excellence across managed service contracts
- Act as the senior escalation point for critical incidents and significant service issues
- Lead automation, efficiency, and continual service improvement initiatives
- Build and maintain relationships with customers, suppliers, and senior stakeholders
- Balance customer, operational, and commercial priorities
- Improve contractual SLA and KPI performance, CSAT, service availability, first contact resolution, major incident recovery, change success, and service risk management
- Report directly to the Director of Managed Services
Requirements
What you’ll need- Significant leadership experience within an IT Managed Services environment
- Proven track record leading Service Desk, Incident, Major Incident, Problem, and Change Management functions
- Experience managing multi-customer managed service contracts and delivering against agreed SLAs and KPIs
- Experience driving ITSM governance, service improvement, and operational excellence
- Strong hands-on experience with enterprise ITSM platforms, including ServiceNow
- Expert knowledge of ITIL-based Service Management practices, governance frameworks, and continual service improvement methodologies
- Excellent stakeholder management, communication, and leadership skills
- Strong analytical and decision-making capability with sound commercial awareness
- ITIL 4 (or above) Managing Professional (MP), ITIL Expert, or equivalent advanced IT Service Management qualification required
- Equivalent demonstrable senior Service Management leadership experience may be considered where supported by significant practical achievement
- Proven experience applying ITIL practices across Service Desk, Incident, Major Incident, Problem, Change, and Continual Service Improvement disciplines
- Ability to successfully attain and maintain Security Check (SC) and Non-Police Personnel Vetting Level 3 (NPPV3) clearance
- Successful completion of role-relevant background screening or security clearance may be required for specific customer assignments
- Desirable: experience leading automation, transformation, or service modernisation programmes
- Desirable: experience delivering executive governance reporting
- Desirable: experience in large-scale outsourced or enterprise Managed Services environments
- Desirable: ITIL 4 Strategic Leader certification
- Desirable: leadership or management qualification such as ILM or CMI
- Desirable: Lean, Six Sigma, or Service Improvement certification
Benefits
Comp & perks- Inclusion-focused workplace and commitment to equity
- Accessible hiring practices
- Employee Resource Groups, including Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE, and Sustainability
- Occasional travel to customer and company locations may be required
- Global, diverse working environment with colleagues across 60+ nationalities