Head of Service Management

Head of Service Management & Performance – ISS

Subject to Consultation

Location  – Krakow, Poland

About the role

The Head of Service Management & Performance are the guardians of IT service consistency and vendor accountability. 
 

This role ensures that DS Smith IT delivers on its promises through data-led governance, mature ITIL processes, and supplier performance management. 

As the Head of Service Management & Performance you will be accountable for the Service Integration and Management (SIAM) model, ITSM process ownership, and ServiceNow platform management, this position drives service excellence across the Shared Services landscape, ensuring transparency, consistency, and value delivery for all DS Smith IT services. 

Key responsibilities for the Head of Service Management & Performance are:

IT Service Management Leadership    

• Lead and mature DS Smith's IT Service Management framework across Incident, Problem, Change, Request, and Configuration processes. 

• Ensure ITIL processes are standardised and embedded across delivery towers and vendors. 

• Own service performance metrics and ensure alignment to the global KPI and SLA framework. 

• Lead implementation AI & Automation capabilities across the I&T Infrastructure, Security & Services eco-system 

Service Integration & Governance (SIAM)

• Lead the multi-sourcing service integration model, ensuring clear accountability and seamless collaboration across internal teams and strategic vendors. 

• Operate the Service Governance Model, driving continual improvement and transparent performance management. 

• Chair cross-vendor service review boards and oversee the end-to-end service catalogue. 

ServiceNow Platform Ownership

• Own the strategy, roadmap, and delivery of the ServiceNow platform, ensuring it supports ITSM, ITOM, CMDB, and performance management capabilities. 

• Partner with process owners and vendors to optimise automation, reporting, and workflow efficiency. 

• Ensure configuration management data accuracy and completeness to support operational control and risk mitigation. 

Performance Management & Reporting

• Develop and maintain a comprehensive service performance dashboard aligned to business outcomes. 

• Drive continuous improvement initiatives based on trend analysis, SLA breaches, and customer sentiment insights. 

• Report on operational performance to the Director of Infrastructure, Security & Services and CIO leadership team. 

Supplier & Contract Performance Management

• Oversee vendor performance management and ensure adherence to contractual SLAs, OLAs, and KPIs. 

• Work with Procurement and Finance to ensure value-for-money, compliance, and continuous improvement within vendor relationships. 

• Provide independent assurance of vendor service quality through structured governance and data-led insights. 

Asset & Configuration Management

• Lead the Hardware and Software Asset Management (HAM/SAM) functions ensuring compliance, lifecycle visibility, and cost optimisation. 

• Ensure alignment of configuration data with operational processes for change and incident management. 

• Establish controls to mitigate software audit and licensing risks. 

Leadership & People Development

• Lead a blended internal and vendor team responsible for service management, performance analytics, and platform operations 

• Promote a culture of accountability, transparency, and continuous improvement. 

• Partner closely with Heads of Infrastructure, Digital Workplace, and Security to deliver integrated, reliable services

About you

• Extensive experience in IT Service Management leadership within a large, complex enterprise. 

• Proven track record of operating SIAM models and managing multi-sourced delivery ecosystems. 

• Strong knowledge of ITIL frameworks and successful delivery of ITSM transformation programmes. 

• Experience owning and evolving ServiceNow as an enterprise platform for ITSM and ITOM. 

• Demonstrable success in driving supplier performance management and commercial governance. 

• Expert understanding of ITIL, ITSM processes, and service governance frameworks. 

• Strong analytical mindset, able to translate operational data into performance insights. 

• Experience implementing automation and AIOps within service management. 

• Excellent vendor and stakeholder management skills with an emphasis on collaboration and influence. 

• Deep understanding of configuration, asset management, and operational compliance 

• Experience of leading in a complex matrixed multi-national organisation