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Are you an experienced IT Service Delivery leader ready to take ownership of IT support operations across an international organisation?

We are currently looking for a Head of IT Service & Support to join an established international group and play a key role in shaping its global IT service strategy.

This is an excellent opportunity for a strong IT leader who enjoys building high-performing teams, driving service excellence, improving IT processes, and delivering meaningful business impact.

Reporting directly to the Chief Information Officer (CIO), you will take responsibility for the strategic direction, operational effectiveness, and continuous improvement of IT and Operational Technology (OT) support across the organisation.

Your Key Responsibilities

• Develop and implement a comprehensive IT Service & Support strategy aligned with business objectives.
• Lead, develop, and empower international IT support teams operating across multiple locations and time zones.
• Take ownership of IT service operations, ensuring effective 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 to ensure consistent service performance.
• Coordinate major incident management, root cause analysis, and preventative measures.
• Collaborate closely with IT leadership, infrastructure teams, application owners, and business stakeholders.
• Support the implementation of user training, digital adoption, and security awareness initiatives.
• Take full responsibility for the IT Service & Support budget.

What We Are Looking For

• Extensive experience in IT Service Delivery, IT Service Management, IT Support, or IT Operations.
• Proven experience leading and developing IT support teams, ideally within an international organisation.
• Strong understanding of ITIL, ITSM frameworks, incident management, problem management, and service delivery best practices.
• Experience managing IT service performance through SLAs, KPIs, and continuous improvement initiatives.
• Ability to combine strategic thinking with hands-on operational leadership.
• Strong stakeholder management, communication, and organisational skills.
• Experience implementing process improvements and driving automation within IT support functions.
• Excellent English communication skills for an international working environment.
• ITIL or other relevant ITSM certifications would be an advantage.
• A university degree in IT or a related discipline, or equivalent relevant professional experience.

What You Can Expect

• A senior leadership position within an established international organisation.
• Direct reporting line to the CIO.
• The opportunity to shape IT Service & Support strategy and influence group-wide service delivery.
• Exposure to international teams, business stakeholders, and complex IT environments.
• A role combining strategic ownership, people leadership, and operational transformation.

If you have a strong background in IT Service Delivery and are looking for an opportunity to take your career to the next level, I would be delighted to hear from you.

Please feel free to apply directly or contact me for a confidential discussion.