Senior Service Lead - Gloucester, UKAbout the RoleDo you have excellent interpersonal and communication skills? Are you great at building relationships and interacting with stakeholders?If so, we’re looking for a Senior Service Lead to join our team here at EDF in our Enterprise IT team!The Opportunity…As a Senior Service Lead at EDF, you’ll be responsible for ensuring that the implemented services are operable, maintainable, recoverable, secure and underpinned with the relevant contracts or contract changes in accordance with agreed business requirements.You will work in collaboration with Enterprise IT Product Teams, multiple partners, multiple customer representatives and multiple agile teams to ensure service management best practice is built into all services and products offered and to continuously improve service reliability across enterprise-wide strategic platforms.Pay, benefits and cultureAlongside a negotiable salary depending on experience, the potential to earn 5% bonus, 28 days holiday plus bank holidays and a market-leading pension scheme, your package will include a range of benefits, from the big and formal to the small and personal.We’re talking about everything from enhanced parental leave to electric vehicle leasing, health insurance to product discounts, critical illness insurance to technology vouchers, gym membership to season ticket loans.At EDF UK, we embrace flexibility while recognising that everyone's working needs are different. Whether you're in our office spaces, on site, or working remotely, we promote an environment that supports collaboration, connection, and comfort. No matter where you are, our priority is to make sure you feel safe, valued, and celebrated.Here, we do right by each other and everyone’s welcome. We’re on an action-oriented journey, championing equity, diversity, and inclusion. We’d like our future workforce to have an equal gender balance, represent a broad mix of people from minority ethnic backgrounds, LGBTQ+, those with a disability and supporting social mobility.We’re a disability confident employer and we’ll do all we can to help with your application. Please let us know if you need to request reasonable adjustments.We take pride in fostering a dynamic and inclusive environment, where the diverse backgrounds and experiences of our employees drive fresh thinking and innovation. We understand that success means different things to different people. We believe there are multiple definitions of what it means to succeed. That’s why we support you to pursue a career that’s unique to you. Because success is personal.What you’ll be doingAs a Senior Service Lead you will champion your respective Business Unit’s objectives, understand the key business processes and regulatory controls, what drives them, what their goals and operational targets are and that as our customer, you will obsess about their Customer Experience and delivering value to them, through effective implementation and exploitation of cost.You will look to ensure all our service metrics remain current, making use of traditional delivery against CSL’s / KPI’s, introducing balanced scorecards, user experience metricsagreements, service availability and continual service improvement metrics, whilst working together to define and agree service improvement targets to improve service delivery.As the Senior Service Lead, you will also work closely with the EIT Senior Product Owners, setting the direction of travel, understanding the art of the possible and pushing the boundaries with the vendor to determine how it can better support our drive towards a seamless customer experience, underpin our desire to have a frictionless engagement with the EIT, Partner, Product and Federated Teams.Dependent on assignment, you will also assure service management and service reliability practice across change and release automation with ‘just enough’ control, and that complex operational deployments to customers are ‘right first time’.As required the Senior Service Lead will lead the development of initiatives to support SIAM intelligent operations, including data quality and analytics, management insight and reporting.Who you areWe’re looking for someone with the following skills/experience:Lead and continuously improve IT service delivery, ensuring performance meets business SLAs, KPIs, and desired outcomes.Champion a customer-first mindset, driving service excellence, transformation, and optimisation initiatives across IT services.Apply a range of assurance methods (e.g., audits, QA, reporting) to maintain service quality and compliance.Communicate our vision and roadmap effectively to stakeholders at all levels.Drive agile service management practices to deliver value in fast-paced, diverse environments, including remote and distributed teams.Collaborate with external partners, vendors, and service providers to ensure reliable, integrated service delivery.Manage service contracts, critical SLAs, and supplier relationships (onshore/offshore), resolving disputes and aligning outcomes with business goals.Monitor and analyse service performance data, leading remediation and continuous improvement initiatives.Safeguard EIT’s intellectual property by embedding knowledge management and assurance practices across service operations.Lead the strategic development and optimisation of the ITSM ServiceNow toolset, working with vendors to maximise its value.Closing date for applications: 30.07.2025Location: Flexible/Home workingSuccess is personal. 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