IT Service Management Lead
Core
Lead the continual improvement of IT service delivery by implementing ITIL-aligned processes and ensuring technology services are reliable and efficient.
Role type
IT Service Management Lead (IC)
Builds
Mature ITSM practices, stable service delivery, and improved service quality across the Technology Office.
Domain
IT Operations / Service Management
Required skills
ITIL principles (Incident, Problem, Change, Asset Management), major incident management, root cause analysis, change governance, CMDB management, service catalogue development, SLA framework management
Preferred skills
Experience with Ivanti, ServiceNow, Halo, Freshservice, Jira Service Management, ITIL 4 Foundation certification
Technologies
Ivanti, ServiceNow, Halo, Freshservice, Jira Service Management, CMDB
Responsibilities
Lead and mature ITIL-based practices across Incident, Problem, Change, Asset and Configuration Management; Coordinate and manage major incidents; Drive root cause analysis and long-term problem resolution; Manage change governance processes and facilitate Change Enablement Board meetings; Oversee IT asset lifecycle management and maintain the Configuration Management Database; Develop, maintain and optimise the Service Catalogue and SLA framework
Seniority
Mid-Senior, hands-on IC
