Head of Service Management

Pellera is building a world‑class Managed Services organization, and we’re looking for a Head of Service Management to lead our ITIL strategy, drive service maturity, and ensure operational excellence across all customer environments. This role will own the entire Service Management Office (SMO) and play a critical part in positioning Pellera as an enterprise‑grade, audit‑ready, scalable MSP .

As the Head of Service Management, you will:

• Define the ITIL vision, strategy, and roadmap for the entire organization.
• Lead all IT audits and ensure readiness for frameworks such as ISO 20000, ISO 27001, and ISO 22301.
• Serve as the executive sponsor for ITSM tools, ensuring processes are enforced through platform configuration and governance.
• Chair governance bodies such as Service Review Boards, CAB, CSI Review Boards, and Risk & Compliance Boards.
• Approve all process changes and establish enterprise‑wide servi...