Associate Director ITIL Service Management

Location: London, United Kingdom. Candidates must be authorized to work in the United Kingdom on a full-time basis without current or future visa sponsorship. No travel expected.

Company

hirify.global Interactive provides content, technology platforms, and value-added services for iLottery, iGaming, and online sports betting as part of hirify.global Leisure Limited.

What you will do

• Build and implement an ITIL-based service management operating model.
• Establish governance structures, policies, standards, controls, benchmarks, and SLA frameworks.
• Lead the development, implementation, governance, and continual improvement of ITIL processes, including incident, problem, change, knowledge, asset, service catalogue, and continual service improvement management.
• Ensure consistent process adoption across internal teams and managed service providers.
• Develop executive dashboards, service scorecards, reporting frameworks, and management information.
• Lead significant service outage response, post-incident reviews, lessons learned, and the development of a high-performing ITSM team.

Requirements

• Extensive experience managing IT Service Management functions in complex organisations.
• Proven experience establishing or transforming ITSM capabilities and implementing ITIL processes.
• Deep practical knowledge of ITIL and service management guidelines.
• Experience governing large-scale outsourced or managed service environments.
• Experience defining service metrics, benchmarks, SLAs, and reporting frameworks, with strong collaboration skills.
• ITIL v4 Managing Professional, ITIL Expert, or equivalent, plus ITIL Strategic Leader; degree-level qualification or equivalent experience.

Culture & Benefits

• Culture focused on innovation, collaboration, excellence, and continuous improvement.
• Work supports hirify.global's mission to bring happiness and joy through the power of play.
• No travel expected for the role.
• Visa sponsorship is not available.