They are seeking a forward-thinking leader to redefine how technology operations are delivered across the enterprise, moving from traditional support models to intelligent, proactive, and highly automated services.
As the Head of Service Innovation & ITSM Transformation , you will lead a strategic mandate focused on modernising enterprise service delivery operations.
This is not a BAU service desk management role. It is a transformation opportunity where you will assess current maturity, define future-state capability, and build the roadmap for automation, AI-enabled support, self-service, service redesign, and next-generation ITSM practices .
You will work closely with senior leaders across technology, cyber, engineering, digital, and business functions to create a smarter, faster, and more efficient operating model.
Key Responsibilities
- Define and lead the future-state strategy for enterprise service delivery operations.
- Build a multi-year roadmap for automation, AI, self-service, and workflow redesign.
- Reimagine incident, request, change, knowledge, and support models.
- Drive uplift in employee technology experience and operational efficiency.
- Introduce analytics, predictive insights, and data-led reporting.
- Partner with engineering teams to embed automation into support operations.
- Evaluate emerging technologies that improve service quality, speed, and resilience.
- Influence senior stakeholders and secure buy-in for transformation programs.
- Lead governance, prioritisation, and execution of strategic initiatives.
- Build capability, maturity, and innovation culture across teams.
- Senior leadership experience in ITSM, service delivery, digital operations, or workplace technology transformation.
- Strong track record designing service transformation roadmaps rather than simply running BAU support teams.
- Transformation experience using AI, automation, or intelligent service models — traditional SDM experience alone will not be enough.
- Deep knowledge of ITIL / enterprise service management with a modern mindset.
- Experience implementing automation tools, AI platforms, chatbots, portals, or workflow orchestration.
- Strong executive stakeholder engagement and influencing capability.
- Strategic thinker who can turn ideas into practical roadmaps.
- Financial services, banking, investments, or regulated industry experience highly regarded.
- High-energy change leader who can uplift legacy environments
- Greenfield transformation mandate
- High executive visibility and influence
- Opportunity to shape the future of enterprise service delivery
- Blend of strategy, technology, and change leadership
- Collaborative and forward-looking culture
Apply
Click APPLY
or contact Nandita Nandakumar
at nandita.nandakumar@profusiongroup.com
for a confidential discussion.
We are committed to creating inclusive workplaces and welcome applications from candidates of all backgrounds, experiences, and identities.
We are committed to creating inclusive workplaces and welcome applications from candidates of all backgrounds, experiences, and identities.
