JOB DESCRIPTIONLocation: Edinburgh (Hybrid)In this position, you'll be based in the Edinburgh office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at computershare.com/flex.
We give you a world of potentialThis is a rare opportunity to step into a highly visible leadership role where you'll help shape the future of Technology Service Operations across a global organisation. You'll have genuine influence over strategy, service performance, operational resilience, and investment decisions, while working closely with senior executives across the business.
The position offers exposure to executive stakeholders at the highest level, including the CIO, CTO, COO and CEO, giving you the opportunity to shape business-critical decisions during major incidents, service reviews and strategic planning.
A role you will loveAs a key member of the Technology leadership team, the Head of Technology Service Excellence partners closely with the Global Head of Service Operations to shape and lead the organisation's global service agenda. This is a high-impact leadership role with accountability for driving outstanding service performance, operational stability, continual improvement, and commercial effectiveness across a complex technology landscape.
You will play a pivotal role in the commercial and financial management of Service Operations, contributing to budget planning, forecasting, cost optimisation, supplier management, workforce planning, and investment prioritisation
Other key responsibilities:
- Provide senior oversight of service performance, resilience, risk and customer impact across the technology estate.
- Lead cross-functional operational priorities and hold teams accountable for performance, risk management and delivery commitments.
- Take executive leadership during major incidents, driving recovery, stakeholder communications and decision-making.
- Contribute to effective Problem Management, root cause analysis and resilience improvements to reduce recurring issues and reporting to C-Suite.
- Own the monthly CTO Service Review and executive reporting, providing clear insight into service performance, risks, trends and improvement actions.
- Drive service management maturity through enhanced reporting, automation and data-driven decision-making.
- Support strategic transformation initiatives, including Observability, CMDB improvement, Shift Left, automation and operational readiness programmes.
- Foster a high-performing, service-led culture through leadership, coaching, succession planning and continuous improvement.
- Share responsibility for budget management, forecasting, cost optimisation, supplier performance and operational efficiency.
- Partner with executive stakeholders, including CTO, CIO, COO and business leaders, providing guidance on service performance, risk and investment priorities.
- Maintain oversight of governance, operational risk, audit commitments and control effectiveness across Service Operations.
What will you bring to the role? As our Head of Technology Service Excellence, you'll be an experienced technology leader with a track record of driving operational excellence and service transformation in complex enterprise environments. You'll bring strong expertise across IT Service Management, including Major Incident, Problem and Change Management, alongside experience delivering initiatives such as Observability, CMDB improvements, automation, and Shift Left programmes. Combined with strong commercial acumen and stakeholder management skills, you'll be confident leading high-performing teams, influencing senior executives, and driving measurable improvements in service performance, resilience, and customer experience.
The role also requires exceptional stakeholder management and executive engagement skills. You will regularly interface with senior business leaders and executive stakeholders, providing clear communication during major incidents, leading service reviews, and presenting service performance, risks, and improvement plans to audiences that may include the CIO, CTO, COO, Executive Committee, and CEO.
Some other key skills that you'll have:
- Substantial senior leadership experience in global Service Operations, technology operations or a comparable complex operational environment.
- Demonstrable experience leading or providing senior command during major and high-impact technology incidents.
- Broad practical knowledge of ITIL-aligned Service Management disciplines and how they combine to deliver stable, resilient services.
- Experience owning or materially contributing to a significant departmental budget, including planning, forecasting, variance management, cost control and investment prioritisation.
- Experience leading through functional leaders and delivering outcomes across organisational boundaries, including where direct authority is limited.
- Strong record of executive engagement, operational decision-making and communication in high-pressure or high-risk situations.
- Experience developing and executing strategy, transformation portfolios and measurable service-improvement plans.
- Strong commercial and supplier-management capability, with evidence of improving value, performance and accountability.
- Strong analytical capability, including translating service, risk and financial measures into clear executive insight and action.
- Experience with ServiceNow data and reporting, with working knowledge of Power BI and Excel.
- Excellent judgement, discretion, communication, facilitation and influencing skills.
- Ability to operate effectively as the principal delegate to the Global Head of Service Operations and lead the function when required.
If you're looking for a role that combines operational leadership, service transformation, commercial responsibility and executive influence, this is an opportunity to make a significant impact while developing your career within a global technology environment.
Rewards designed for you Flexible work to help you find the best balance between work and lifestyle
Health and wellbeing rewards that can be tailored to support you and your family
Invest in our business by setting aside salary to purchase shares in our company, and you'll receive a company contribution as well.
Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future
And more. Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow. Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare.com/careershub
ABOUT US A company to be proud of We're a global leader in financial administration with over 11,000 employees across more than 22 different countries. At Computershare, it's more than just a job, our open and inclusive culture means that we will help you to grow, to move forward and make the most of our world of opportunities.
Fairness and culture We want to provide you with the opportunity to succeed on your own merits, starting from the application process and continuing throughout your career with us. Our goal is to create an environment where everyone feels valued, to remove barriers and obstacles and ensure equal opportunities for all. For support with accommodations or adjustments during our recruitment process please visit computershare.com/access for further information.
ABOUT THE TEAMOur Technology Services team is a place where new ideas and approaches are welcomed, and every individual is equipped and empowered to create change. We're a rapidly evolving and diverse global business and there is always something to learn, opportunities to explore and a broad range of career paths to progress along.
