Head of Service

Because we strive to put people first.  
Culture, our way. 

Technology at Primark

What’s a career at Primark all about? The positive impact you’re making, the experiences you’re having and the people you’re with. You’re our inspiration. Embrace what sets you apart, own your career and develop in ways you never expected. Leave your mark. And do it your way.

Our technology team is actively shaping the next wave of advancements. Engaged with innovative initiatives, your expertise will propel our business into the future. Collaborating with a creative team of tech enthusiasts, you’ll contribute your unique skills to fuel our technological advancements.

What You’ll Do as a Head of Service

In your role, you’ll collaborate with different people across a range of skillsets. Here’s a flavour of your day-to-day:  

• IT Service Strategy & Roadmap Ownership
  Defines and owns the IT Service Strategy and Roadmap, ensuring it aligns with business goals, user experience expectations, and overall technology direction.
• Cross‑Functional Service Leadership
  Provides leadership and direction across all IT service functions, ensuring strong alignment and collaboration with product, platform, engineering, and wider business stakeholders.
• Customer‑Centric Service Culture
  Champions a service culture focused on customer experience, with emphasis on service availability, performance, resilience, and consistent user satisfaction.
• Stable & Transformative Service Delivery
  Ensures stable, efficient, and customer‑focused service delivery while driving continuous transformation, capability maturity, and operational excellence across the service estate.
• End‑to‑End Service Delivery Oversight
  Oversees and coordinates the full spectrum of IT service delivery activities, ensuring cohesive, reliable, and high‑quality services across the organisation.
• Leadership of Key Service Functions
  Leads all core service areas, including Service Operations, Service Assurance, Service Design & Transition, End‑User Experience, Field Services, and Major Incident Management, with direct oversight of Service Operations as a central function.

What You’ll Get 

People are at the heart of what we do here, so it’s essential we provide you with the right environment to perform at your very best.  

Let’s talk lifestyle: Healthcare, pension, and potential bonus. 27 days of leave, plus bank holidays and if you want, you can buy 5 more. Because Primark is all about tailoring to you, we offer Tax Saver Tickets, fitness centre, and a subsidised cafeteria.  

What You’ll Bring  

Here at Primark, we want everyone to feel valued – so please bring your authentic self to work, of course with some other key experience and abilities for this role in particular: 

• Extensive Service Leadership Experience
  10+ years in senior IT service leadership roles covering operations, governance, and transformation.
• Global & Multi‑Supplier Delivery Expertise
  Proven experience leading large, complex, global service environments with multi‑supplier models.
• Strong ITIL & Service Management Capability
  Deep knowledge of ITIL, service strategy, and performance measurement; ITIL v4/v3 certification desirable.
• Service Roadmap & Transformation Success
  Demonstrated ability to shape and deliver service roadmaps and major transformation programmes.
• Cross‑Functional Collaboration & Modern ITSM Tools
  Experienced working with product, engineering, and infrastructure teams; familiar with SIAM, agile/DevOps, and platforms like ServiceNow.
• High‑Impact Leadership & Stakeholder Engagement
  Excellent leadership and communication skills with the ability to influence at all levels; beneficial background in retail, logistics, or global multi‑site organisations.

Does this sound like you? Great, because we can’t wait to see what you’ll bring. You’ll be supported within a team of equally capable people, celebrating who you are and aiding you reach your potential. At Primark, we’re excited about our future - and we’re excited to develop yours.  

About Primark 

At Primark, people matter. They’re the beating heart of our business and the reason we’ve grown from our first store in Dublin in 1969 to a £9bn+ turnover business and over 80,000 colleagues and over 440 stores in 17 countries today. Our values run through everything we do. In essence, we're Caring and always strive to put people first. We're also Dynamic, bravely pushing the boundaries to stay ahead. And finally, we succeed Together.     

If you need any reasonable adjustments or have an accessibility request, during your recruitment journey, such as extended time or breaks between online assessments, a sign language interpreter, mobility access, or assistive technology please contact your talent acquisition specialist.  

All offers of employment are subject to background checks, including right to work, reference education and for some roles criminal, and financial checks. If you have any concerns, please reach out to our talent acquisition team to discuss. 

Our fashion isn’t one-size-fits-all and neither is our culture. Primark promotes equal employment opportunity, we strive to create an inclusive workplace where people can be themselves, access opportunities and thrive together.