Group Head Of IT Service Management

About the role

The Group Head of IT Service Management is responsible for the governance, strategy and continuous improvement of IT Service Management across Network International. This senior role oversees incident, problem and change management, service delivery governance, and the Operations Command Centre to ensure resilient and high‑performing technology services for all regions and business entities.

Key responsibilities

• Own and continuously improve the Group‑wide Incident and Problem Management frameworks, including major incident governance and root‑cause analysis.
• Lead escalation management and executive communication for critical technology incidents, and drive KPI reporting and trend analysis to reduce avoidable incidents.
• Provide executive oversight of the Change Advisory Board (CAB) and Emergency Change Control Board (ECCB), own change policy, high‑risk change governance and change success‑rate reporting.
• Act as executive sponsor for 24x7 Operations Command Centre (OCC) operations, ensuring effective service monitoring, major incident detection and escalation.
• Drive event‑management maturity, expand monitoring coverage, implement automation initiatives and integrate OCC with ITSM processes.

Required profile

Required skills