Head of Global Service Delivery - ServiceNow

Role summary

This leadership position is for an experienced professional to oversee and mature a large-scale IT service delivery function spanning several regions worldwide. The role sits at the crossroads of technology, operations, and business direction, with responsibility for building a service model that is modern, reliable, resilient, and closely tied to business needs.

The role also involves partnering with senior leaders to strengthen service quality and drive ongoing improvement across a global environment.

Global service delivery leadership

• Create and implement a worldwide IT service delivery strategy and operating model.
• Develop a consistent framework that can be used across regions while still allowing for local needs.
• Make sure the service function supports business expansion, transformation, and operational resilience.

IT service management

• Take ownership of the full ITIL practice set, including incident and major incident handling, problem management, change and release processes, service transition, and continual improvement.
• Put governance structures, controls, and formal decision forums such as CAB in place.

Service transition and change-to-run

• Ensure new services move smoothly into live support.
• Work with architecture, security, and delivery teams to confirm services are supportable, scalable, and operationally ready.
• Lead structured handovers from project delivery into business-as-usual operations.

ServiceNow platform ownership

• Serve as the enterprise product owner for ServiceNow.
• Set the platform strategy and roadmap.
• Promote automation, self-service, better data quality, stronger reporting, and standardised workflows.
• Provide senior leadership with clear visibility into service performance.

Leadership and vendor management

• Manage globally distributed teams across multiple regions.
• Oversee strategic vendors and service partners.
• Set and track performance expectations against SLAs and KPIs.
• Encourage accountability, collaboration, and continuous improvement.

Performance and continuous improvement

• Define and review KPIs, SLAs, and XLAs.
• Use performance data to improve stability, reduce repeat issues, enhance user experience, and lower costs through automation and standardisation.

Stakeholder engagement

• Act as a trusted adviser to senior technology leadership.
• Communicate clearly during major incidents and transformation programmes.
• Build effective relationships with business stakeholders across the globe.

Risk, resilience, and compliance

• Keep services secure, compliant, and resilient.
• Manage operational and supplier-related risks.
• Support audit and governance requirements through robust controls and reporting.

Requirements

• At least 10 years of leadership experience in IT service delivery or IT operations within large and complex organisations.
• Strong history of building and scaling global service delivery functions.
• Deep knowledge of ITIL 4 and service governance.
• Substantial experience with ServiceNow, with enterprise-level ownership preferred.
• Proven ability to lead global teams, manage managed service providers, and deliver service transformation.
• Commercial awareness and strong vendor management capability.
• Excellent executive communication and stakeholder management skills.
• Comfortable leading in high-pressure situations such as major incidents.
• Desirable: experience in manufacturing or global supply chain settings.
• Desirable: ITIL 4 certification at Managing Professional or Strategic Leader level.
• Desirable: ServiceNow certifications.

Why apply

• Opportunity to lead a major global service delivery transformation.
• High-impact role with direct executive exposure.
• Chance to help shape enterprise IT operations at scale.

Offer

• Competitive compensation package.
• Comprehensive benefits, training and education support, and flexible working arrangements.
• An inclusive workplace that values diversity, innovation, and mutual respect.

Additional information

The employer also mentions that similar Temp, FTC, and Contract roles may be available. Interested candidates can apply through the usual application route or contact the named recruiter directly.