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About the Role
This role establishes standard operating models, implements ITIL frameworks, manages a 24/7/365 follow-the-sun service desk, and ensures IT service alignment with operational business needs across global locations.
Responsibilities
- Establish and maintain a single global entry point for all IT services and direct a 24/7/365 follow-the-sun global service desk operating across EMEA, APAC, and North America.
- Structure the ITSM environment, owning configuration management (CMDB), asset tracking, and ITSM tool migrations.
- Deploy self-service automation, AI virtual agents, and knowledge bases to lower ticket volumes and operational costs.
- Manage workplace technology lifecycles, hybrid workplace tools, operating system rollouts (e.g., Windows 11), mobile device management, and physical regional ‘Tech Bars'.
- Direct global IT Capex and Opex budgets (£5M+ / $5M+).
- Manage third-party software/hardware vendor contracts, negotiations, SLAs, and risk profiles.
- Collaborate with Security Operations to ensure endpoint and hardware compliance with GDPR, ISO 27001, and cyber security protocols.
- Deliver performance metrics, SLAs, and trend reports to the Senior Leadership Team using PowerBI.
- Build and manage a global IT service team, driving change management, tool adoption, and continuous operational improvement.
Requirements
- Commensurate experience leading IT Service Desk, Helpdesk, and EUC functions within multi-national enterprises across regional markets.
- Direct experience managing multi-million IT operational budgets (£5M+ / $5M+).
- Hands-on experience with modern SaaS, Cloud solutions, Endpoint Detection & Response (EDR) tools, network infrastructures, target operating model (TOM) design, and CMDB structures.
- Eligibility to work in the UK without any VISA sponsorship.
Skills
- ITIL
- PRINCE2
- APM
- Agile
- CMI Level 7 Digital Leadership
- CompTIA Network+
- CompTIA A+
- SDI Service Desk Analyst
- Microsoft Certified Professional (MCP)
- PowerBI
Location
- London EC1V 4JY
Work Type
- Permanent
- Full Time
- Hybrid Working
Experience Level
- Global Head of IT
Salary/Compensations
- £90,000 - £110,000 per annum
Benefits
- 24 days annual leave rising to 29 (+ bank holidays)
- Medicash
- Contributory Pension (4%)
- Enhanced sick pay
- Paternity leave
- Maternity leave
- Adoption leave
- Electric car buying scheme
- Life assurance
- Perkbox
- Taste Card
About the Company
- Smollan is a full-service retail solutions partner with over 90 years of heritage, helping brands win at the point of purchase.
- Operating across 61 countries, we are trusted by over 500 global and local brands and employ more than 90,000 people.
- Our purpose is to create growth and transform lives by connecting people to products and possibilities.
- We deliver intelligent, end-to-end retail execution and experiences across the physical and digital landscape, directed by data and powered by technology and people.
- Our capabilities include Sales & Merchandising, Activations & Experiences, and Data & Technology.
- Smollan grows brands by growing people, creating value for clients and impact for consumers every day.