Head of IT Service Management

About us We are working with a large, established organisation in the industrial sector that is investing significantly in the transformation of its IT environment. As part of a company-wide modernisation programme, the business is scaling ServiceNow, improving its enterprise ITSM capabilities and introducing faster, more efficient ways of working. We are now looking for an experienced Head of Service Management to lead an established team of approximately 10–13 employees. The strategic direction has already been defined, so the immediate focus is on execution, change leadership and delivering measurable improvements. Tasks Lead, coach and develop a Service Management team of approximately 10–13 employees Execute the existing Service Management strategy and translate it into measurable outcomes Improve and standardise enterprise ITSM processes Scale and optimise the use of ServiceNow across the organisation Increase ServiceNow adoption through internal enablement, communication and training Modernise ways of working and increase the pace and efficiency of delivery Lead the Service Management Board and provide updates to senior IT stakeholders Establish effective governance, reporting and performance-management structures Manage internal stakeholders, external providers and nearshore partners Identify service risks, dependencies and opportunities for continuous improvement Act as a visible change leader within an experienced, established team Contribute to the long-term direction of the Service Management function Profile Proven experience as a Head of Service Management, Head of ITSM or in a comparable senior leadership position Strong enterprise-level IT Service Management and service-delivery experience Experience managing an established team, ideally with 5–10+ direct reports Significant experience with ServiceNow Track record of delivering ITSM or ServiceNow transformation programmes Strong understanding of ITSM frameworks, governance and service-delivery models Experience managing external providers, suppliers or nearshore delivery models Demonstrable change-management and organisational transformation experience Confident communicator capable of working with technical teams and senior leadership Hands-on, delivery-focused leadership style Fluent German and English We offer Salary of up to €140,000 Flexible hybrid working model Modern office environment in Hanover BahnCard and additional corporate benefits Leadership of a fully established Service Management team Significant responsibility within a major enterprise transformation Direct exposure to senior IT leadership Opportunity to influence the future direction of Service Management Stable, long-term position within a successful industrial organisation Additional contact details Stewart Hudson StewartH@EnergizeRec.com