Job Vacancy Head of IT Service Management - FCDO Services - G7

Providing innovation to government partners.

Delivering best-in-class solutions.

Working at the cutting-edge of technology

It all matters.

Set the vision, adapt to customer needs

As Head of IT Service Management, you’ll set the vision and strategy for service management. You’ll ensure that processes are owned and that they can evolve with organisational need. Plus, you’ll have the opportunity to shape and lead your own team.

In overseeing service operations, you’ll make sure that we offer high-quality support for all our customers. You’ll ensure that practices and services are standardised, while maintaining some flexibility, so that they can be a better fit for differing customer needs. You’ll be proactive about ensuring that service management considerations are built into new bids and proposals too.

It’ll be your responsibility to ensure that each individual customer service is fulfilled – leading to customer satisfaction, and implementing remedial plans, when it’s needed. You’ll make sure service performance reporting is continually aligned to the customers changing requirements. When agreements need to be renegotiated, you’ll offer guidance.

You’ll take ownership of Continual Service Improvement across the Service Management function and wider services.

Motivate your team, drive success

In this senior role, you’ll lead and motivate a team of IT Service Management experts. This will involve recruiting, coaching and developing them. You’ll also be responsible for the performance of direct reports, ensuring that all policies and processes are followed. We’d like you to foster a culture that not only guarantees successful service delivery but is also a positive, learning-driven environment.  

Build on our success with stakeholders

Working effectively with stakeholders will be key to your role. You’ll build senior‑level relationships (such as with other FCDO Services Directors) and manage long‑term strategic connections at the operational level.

You’ll also represent the voice of the customer to internal stakeholders. And you’ll constantly interact with customers – responding to difficulties and troubleshooting – to ensure that services are as useful as possible.

Bring extensive IT expertise and leadership brilliance

We’re seeking someone with significant experience in both management and large, complex service delivery environments. You’ve led a team of Senior Service Delivery Managers.

You have hands-on experience with service management tooling (ServiceNow) and with delivering to defined standards (at a minimum, ISO9001 & ISO20000:1). This is matched with extensive knowledge of formulating SLAs/OLAs. You’re an ITIL4 Managing Professional, or ITIL V3 Expert with ITIL4 Foundation. Plus, you’re knowledge of technical matters in respect of security, IT and Comms technologies.

To be ready for the role, you’ll be familiar with commercial and financial management practices within highly regulated sectors, such as (but not limited to) the Public Sector.

It would be a plus if you are a ITIL4 Strategic Leader and/or Master, as would qualifications in ‘Lean Thinking’ (such as Six Sigma). Experience of working within a variety of project and programme management methodologies would be beneficial. As would any familiarity with FCDO Services or our customers’ work.

Discover the support you need to grow your career further

But we’re always looking to improve – just like you. That’s why when you join us, expect to receive a competitive salary, generous holiday entitlement and a Civil Service Pension. Along with this, you’ll also have access to training and other development opportunities to help grow your career with us. Our offices have an on-site gym, nursery, café, and restaurant, and we offer interest-free loans on season tickets and bikes to help you get there. It's a great set of benefits made to support all you do, and all you need.

Want to see your future team’s work in action? Step into our Virtual Embassy and select a guide to take you round to see how we deliver for government customers and how you could help. Explore the embassy now at

Every single colleague must be security cleared before joining us. If you’re successful in your application, we’ll ask you to undergo our vetting process to achieve Developed Vetting (DV)clearance. You can find out more about vetting on our website:

To find out more about our benefits and our organisation, please visit

It takes a diverse team to protect a diverse world

The vital work we do takes an incredible community of colleagues, with different skills, backgrounds, cultures and identities. We support every individual, so that you always know you’re welcome and valued. It’s what makes us a Disability Confident employer. And why we’re recognised as a ‘Carer Confident’ workplace. And it’s how you know you’re joining an inspiring, inclusive organisation.