Job Description The Head of Service Management is a newly created senior role with enterprise‑wide accountability for how technology services run day to day at AFCA. You’ll ensure our services are stable, secure and high performing, while delivering a seamless, people‑first experience for our colleagues. Reporting directly into the Chief Technology Officer, you will own service management disciplines, operational resilience and continuous improvement, this role brings momentum, accountability and clarity to how end‑user and core technology services support our purpose. What you'll do: Lead end‑to‑end technology service operations, accountable for service performance, reliability and colleague experience Own and mature IT service management practices across incident, problem, change and request management Drive a high‑performing IT Service Desk with a strong focus on responsiveness and customer satisfaction Lead major incident management, ensuring clear communication and effective root‑cause resolution Embed strong change and risk management to enable safe, reliable technology services Oversee end‑user computing and workplace services, delivering secure and user‑centred experiences Use service performance data, SLAs and KPIs to drive continuous improvement Manage vendors and managed service providers, holding partners accountable for outcomes Lead and develop service management leaders and specialist teams, fostering a strong service culture
