Head of Service Management

About Centorrino Technologies

Centorrino Technologies (CT) is an award-winning organisation recognised as a Great Place to Work in 2025 and ranked among the Top 5 Inspiring Workplaces for 2026, with an exceptional employee Net Promoter Score (eNPS) of 68. CT fosters a vibrant community focused on innovation and exceptional customer experiences.

Role Overview

The Head of Service Management will lead the strategic direction, governance, and ongoing enhancement of IT Service Management (ITSM) within the Managed Services division. This pivotal role ensures consistent, effective service delivery aligned with contractual commitments, service level agreements (SLAs), regulatory standards, and industry best practices. The position is accountable for the entire service management framework and its results.

Key Responsibilities

• Craft and implement the organisation's IT Service Management strategy.
• Advance the maturity and continual evolution of ITIL-aligned service management practices.
• Develop and uphold governance frameworks to enhance operational consistency and service quality.
• Ensure all service management processes are thoroughly documented, regularly reviewed, maintained, and improved.
• Direct and oversee functions of the Service Management Office (SMO), where applicable.
• Own governance and continuous optimisation in areas including Major Incident Management, Problem Management, Change Enablement, Knowledge Management, Service Catalogue Management, Configuration Management, Asset Management, Risk Management, and Continual Improvement.
• Implement governance procedures that are practical, scalable, and support efficient operations.
• Manage a formal Continual Improvement Register to prioritise and monitor improvement efforts.
• Identify and drive automation opportunities, streamline processes, and eliminate repetitive operational inefficiencies.
• Lead post-incident reviews and ensure organisational learning from events.
• Promote measurable enhancements in service delivery, customer satisfaction, and operational effectiveness.
• Approve service management standards and procedures.
• Prioritise improvement initiatives and advise on technology investment decisions.
• Allocate resources effectively and provide insight on workforce planning and capabilities.
• Lead, mentor, and develop service management teams through coaching, performance management, succession planning, and talent development.
• Foster a high-performing, inclusive workplace culture that encourages accountability, collaboration, and innovation.

Qualifications and Experience

• Over 10 years of experience in IT Managed Services or Enterprise IT environments.
• At least 5 years in senior leadership roles.
• Proven expertise in leading ITIL-based Service Management functions.
• Experience managing large operational or service delivery teams.
• Capability in developing and applying Service Management governance frameworks.
• Strong commercial insight and financial understanding.
• Experience engaging and influencing executive-level stakeholders.
• Proficient in service reporting, metrics, and operational analytics.
• Track record of fostering organisational change and driving continual improvement.
• Excellent communication skills—written, verbal, and interpersonal.
• Desirable: Experience in Managed Services Providers, supporting Government and Enterprise clients, working in ISO-certified environments, and familiarity with ConnectWise or comparable ITSM platforms.

Employee Benefits

• Hybrid working option for most roles, supported by team anchor days to promote collaboration.
• Comprehensive training and development programs to support ongoing career growth.
• Access to extensive discounts and other financial benefits.
• Flexible choice of IT equipment and the opportunity to purchase technology at cost price for personal use.
• Engaging team events to celebrate successes and strengthen team bonding.

Additional Information

Centorrino Technologies is committed to diversity and inclusion, championing innovation and valuing diverse perspectives. Candidates must possess valid Vulnerable People/Working with Children Check (WWCC) and Police Check to be eligible for employment.