Head of IT Operational Excellence - ServiceNow/DEX/AI/SRE London | Hybrid 2-3 days per week | Permanent | £120,00 - £140,000 + up to 30% bonus Head of IT Operational Excellence required to transform enterprise User Support, ITSM and technology reliability across a large global organisation. This is not a traditional ITIL/Service Delivery role. The focus is on improving Digital Employee Experience through ServiceNow, DEX monitoring, AI, observability and automation.Key qualifying question for applicants: Have you led a large internal Service Desk and used ServiceNow, DEX/XLA, AI or automation to measurably improve employee experience? Key requirements: Large internal Service Desk/End User Support leadership ServiceNow platform ownership DEX/Digital Employee Experience monitoring XLA-led service improvement ServiceNow AI/GenAI/intelligent automation ITSM/Major Incident/Command Centre SRE/reliability/observability Proactive monitoring and automated remediation Self-service, knowledge and ticket reduction Measurable improvement in CSAT, XLA, FCR, MTTR, availability or support demand The strongest candidates will be able to show how they have used ServiceNow, AI and DEX tooling to materially improve employee experience , not simply modernise ITSM processes. London hybrid 2-3 days per week. Unrestricted UK Right to Work required. Please apply now for more information on the role: Head of IT Operational Excellence - ServiceNow/DEX/AI/SRE. ..... full job details .....