Head of IT Service Management

About the role

The Head of IT Service Management will lead the design, implementation and operation of ITSM frameworks for sports venues and mega‑events. This senior position ensures that IT services are delivered flawlessly during high‑profile, 24/7 events, aligning technology performance with the dynamic needs of large‑scale sporting operations.

Key responsibilities

• Develop and tailor ITSM frameworks (Incident, Problem, Change, Asset, Service Level Management) for stadiums and mega‑events.
• Lead the IT service management team, set performance targets and hold accountability.
• Own the full ITSM lifecycle and act as the primary escalation point for critical incidents during live events.
• Define, monitor and report KPIs and SLAs to meet event‑specific service standards.
• Collaborate with vendors, internal stakeholders and event operators to align service delivery.
• Drive continuous improvement based on post‑event reviews and performance data.
• Oversee configuration and optimisation of ITSM tools such as ServiceNow or BMC Remedy.
• Ensure compliance with ITIL and ISO 20000 standards.

Required profile

• 10–15+ years of IT Service Management experience, including at least 3 years in a senior leadership role.
• Proven track record in high‑pressure, large‑scale environments such as stadiums, smart venues or international sporting events (e.g., FIFA, Olympics).
• Strong multi‑vendor and multi‑team service delivery background.
• Excellent leadership, communication and stakeholder‑management skills in English.
• Ability to work in a dynamic, 24/7 event‑driven environment.

Required skills

• Hands‑on experience with ITSM platforms (ServiceNow, BMC Remedy or equivalent).
• ITIL v4 Foundation or higher (expert/master preferred).
• Knowledge of ISO 20000 standards.
• Project management certifications such as PMP or PRINCE2 (advantageous).