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Head of Service ManagementTechnology
We are seeking a dynamic and strategic Head of Service Management to lead the evolution of our enterprise-wide service management capabilities. This is a key leadership role responsible for shaping and embedding a high-performing, agile, and business-aligned service management function that enables consistent, controlled, and customer-focused service delivery.
You’ll be responsible for setting direction, introducing structure, and establishing clear areas of focus within the team—while actively supporting innovation and continuous improvement. With a deep understanding of service management principles and an adaptive mindset, you will enable transformation across service design, operations, stakeholder engagement, and third-party governance.
What you'll love:- Strategic Service Leadership:
Define and implement a service management strategy aligned to business priorities. Introduce structure and team pillars focused on core areas: Service Introduction, Service Design, Service Operations, 3rd Party Management, and Stakeholder Engagement—ensuring coverage, collaboration, and avoidance of single points of failure.
- Team & Capability Management:
Assess current team responsibilities and evolve the operating model accordingly. Provide mentorship and leadership to develop a strong, responsive service management team with clear ownership and defined accountability across service domains.
- Command & Control Support:
Partner with existing teams to enhance the Command & Control function (Incident & Problem Management), observing current practices and supporting evolution with a focus on smarter, modern ways of working including AI integration and intelligent automation.
- Service Lifecycle Management:
Oversee the end-to-end service lifecycle, from initial design and transition to operational support. Ensure new or changed services are introduced seamlessly and managed effectively throughout their lifecycle.
- Vendor & 3rd Party Management:
Govern and drive accountability across third-party and supplier relationships. Focus on efficiency, value delivery, cost control, and clear service-level performance.
- Stakeholder & Relationship Management:
Build and nurture strong relationships across the organization. Ensure transparent communication, alignment of service expectations, and continuous collaboration with business stakeholders.
- Governance, Risk & Control:
Establish governance and change control mechanisms that enable innovation without compromising stability or compliance. Champion a balance of agility and risk management in all service processes.
- Knowledge & Innovation Culture:
Promote a culture of knowledge sharing, service excellence, and continuous improvement. Leverage technology, automation, and AI to drive innovation and smarter ways of working across the service landscape.
What you'll need:
- Proven experience in leading enterprise-level IT Service Management functions.
- Deep understanding of service management best practices, with demonstrated experience across the full-service lifecycle.
- Experience building or reshaping service teams, including defining roles, responsibilities, and focus areas.
- Expertise in stakeholder engagement, vendor governance, and performance-driven leadership.
- Familiarity with agile and adaptive ways of working in a technology-led organization.
- Strong track record of innovation and evolving service models using modern tools and technologies.
- Strong track record of financial accountability and control of service provider organisations
Preferred Certifications:
- ITIL Foundation (v3 or v4) – Required
- ITIL Intermediate or Expert level – Strongly Preferred
- COBIT, ISO/IEC 20000, or other governance frameworks – Desirable
- Project Management or Agile certifications (e.g., PMP, PRINCE2, Scrum) – Advantageous
Everything you'll love
To ensure we balance moments where we know we need to collaborate together and the need for flexibility, Asda has a hybrid way of working with a minimum 3 days a week in one of our Home Offices. Over and above this, each area of Asda may have additional requirements which may require spending more days in the office, visiting suppliers, stores or depots.
You will also get an excellent benefits package including:
- Discretionary company bonus
- Company pension up 1.5 times colleagues' contribution (Max 15%)
- Company Car allowance of £8000
- 15% colleague discount in store and online
- Free access to wellbeing services such as Wagestream
- 24/7 virtual GP, counselling, health and dental cash plans and a 24/7 employee assistance helpline, alongside discounts across a range of services and activities, from airport parking, enhanced to theme parks and cinemas
- Asda Allies Inclusion Networks – helping colleagues to make sure everybody is included and that our differences are recognised and celebrated
- Excellent parental leave policies, including maternity & adoption leave, paternity leave, shared parental leave, neonatal care leave, and support for those doing fertility treatments.
We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves
Find your everything
Apply here
Why Asda?
We’re a really values-led organisation. Our mission means we encourage everyone to be open and honest. We work creatively and collaboratively with each other, valuing everyone’s input. We get on with things, we make them happen. As so many people across the UK rely on us, we have to.
Our Creating Change for Better programme tackles the major challenges facing our business and society today and guides our efforts on where we can make the biggest difference by reducing our environmental footprint, creating healthier products and supporting our communities.
Big businesses like ours offer big opportunities. With more than 1,000 stores across the UK, from superstores and Asda Living to petrol stations, as well as depots and Express stores. £60m+ in revenue taken every day. We conduct £300m worth of transactions every week. Our website handles 2 million transactions a month. And 75% of the UK shop in Asda every year.
Rewards and Recognition
Free remote GP service
Available to you, your partner and your children, 24/7, year round.
Pension
Save for retirement with up to 7% matched contributions from Asda.
Free physiotherapy consultations
Helping you and your partner take care of yourselves with 8 free sessions per year.
Colleague discounts
15% off at our stores year round – get discounts on groceries and George clothes year round, and even special double discount events.
Company car
Choose a brand new electric company car or a cash allowance within certain roles, the choice is yours.
Mortgage advice
Whether you’re a first-time buyer, renewing your mortgage, looking at buy to lets, or simply after some advice in getting a mortgage, get free* unbiased advice through the Mortgage Advice Bureau (MAB), one the UKs largest mortgage brokers.
Confidential support helpline
Find free emotional, practical, and financial support that’s fully confidential, through a helpline that’s available 24/7, year round.
Cycle to work
Buy a bike through this scheme and save on tax and national insurance.
Financial support
Find financial wellbeing tools and support, including the ability to stream your pay.
Free eye tests
Head to our in store opticians for a free checkup and take care of your vision.
Bonus
Sharing our success with a discretionary bonus scheme that really rewards your contributions.
Cancer support
Guidance and support for you and your family, from before diagnosis, to treatment and beyond.
Paid time off
From holiday to sick leave and other types of leave, such as parental leave.
Mental health support
Access free mental health support for you and your family.
Support and advice with care
If you’re supporting older family or friends with care and support, find free, confidential information, expert support, and guidance about later life care for your loved ones through the Legal & General Care Concierge service.
Hybrid working
To ensure we balance moments where we know we need to collaborate together and the need for flexibility, Asda has a hybrid way of working with a minimum 3 days a week in one of our Home Offices. Each area of Asda may have additional requirements which may require spending more days in the office, visiting suppliers, stores or depots.
Everything that makes us different, makes us Asda
Our colleague-led inclusion networks, including our DisAbility, Race & Ethnicity, Women at Asda, LGBTQIA+, and our Wellbeing Network, are all about giving our colleagues a space to share their stories, experiences, and perspective. Supported by our dedicated Executive Ambassadors and led by our ten passionate co-chairs, our Networks help us make changes that make life better for every colleague.
Transforming communities and changing lives
Our stores, distribution centres, and head offices work in local communities across the UK – and we want to be a real part of making a difference for them. From our amazing 400 Community Champions to our charity, The Asda Foundation, we’ve got loads of ways to help local groups and charities. Our outreach programmes, grants, and Community Champions are all about listening to our communities’ needs – to shape projects and initiatives that will make a real impact for local people.
Technology roles
Our Technology teams thrive on transforming data into our own platforms and in-store solutions that give us more freedom in what we can do – and make a real impact across our business.
From a culture perspective, everybody is so friendly and really helpful and really kind of energised by the scale of the task here.
Robin,
Group Technical Delivery Manager for e-Commerce,
Leeds
Tech Awards
Nicole Tinnion named in Women to Watch Index 24
Nichole Tinnion - Senior Director in Asda Technology
An absolute honour to be listed in the Women To Watch Index for 2024. It’s the first time Technology and Engineering has had its own section and I couldn’t be prouder to have been put forward, never mind selected.
I am extremely lucky to have been surrounded by great people at Asda who I learn from every day, but also by those around me at home who make me a better human every day.
For anyone who thinks they can’t be their true self everyday and be successful, trust me, you can!
The opportunity to be a part of this crucial chapter in Asda's history is one that I couldn't resist.
Rob,
Director of Delivery
Work where it works
Here at Asda, we think that the best way to work is to do it where it works best. That’s why all of our teams who are able to work from home, work with each other to figure out a pattern that works for you all, and the business needs. So you can get the most out of work, whether that’s at home, the office, or both.