Head of IT Operational Excellence - Service Desk/ITSM/SRE/Major Incident £120K-£140K + up to 30% bonus Permanent | Hybrid London, 2-3 days per week Head of IT Operational Excellence required to own enterprise-scale User Support, ITSM, Major Incident/Command Centre and SRE/reliability across a large global technology estate. This is not a traditional process-led ITSM role. The brief is to modernise support into a proactive, automated and data-driven service with measurable user outcomes and full-stack reliability across applications, databases and infrastructure. Large-scale corporate Service Desk/End User Support ownership - ideally comparable to 20,000+ users and a substantial L1/L2 support organisation ITSM/ServiceNow, Major Incident and Command Centre leadership CSAT, FCR, SLA/XLA, ticket demand, resolution and self-service metrics SRE/reliability engineering across applications, databases and infrastructure Observability, proactive monitoring and automated operations Operational readiness, RCA, resilience and preventative improvement Automation, knowledge, self-service and AI-assisted support Build-transform-run-improve ownership with measurable post-transformation outcomes Platform/customer support alone is not sufficient; direct internal employee Service Desk/User Support leadership is a material requirement. London hybrid, normally 2-3 days per week. Permanent. Unrestricted UK Right to Work required; no sponsorship. For a full and comprehensive job specification, ..... full job details .....