Job Title: Service Management Lead
Location: Manchester 3 days onsite per week
Job Type: 2 month contract
Rate: £750 to £850 dependant on experience via umbrella company
Job Overview:
My client is seeking a dynamic and experienced Service Management Lead to drive service excellence within a product-led environment. This role requires a strategic thinker with strong leadership and matrix management capabilities who can collaborate across teams to deliver outstanding service outcomes. The ideal candidate will have a proven track record in service management, ensuring seamless operations, continuous improvement, and stakeholder alignment.
Key Responsibilities:
* Lead Golden Quarter Risk Mitigation Plan and Operational Stability workstreams to drive momentum and oversight on service stability plan
· Drive risk mitigation/closure activity of known risk issues (currently ~200 critical risk issues unmanaged)
· Provide Operational Oversight on BAU Service Management issues (including Incident & Change Management oversight)
· Provide additional support for HO Service Management across all activity
Required Skills & Experience:
· Proven experience in service management leadership, preferably within a product-led environment.
· Strong understanding of ITIL principles and best practices in service management.
· Experience in matrix management, leading cross-functional teams to achieve service excellence.
· Ability to deliver measurable outcomes, demonstrating impact on business operations and customer experience.
· Excellent communication and stakeholder management skills, with the ability to influence and collaborate effectively.
· Strong problem-solving and analytical abilities, with a proactive approach to continuous improvement.
· Experience working with service management tools (e.g., ServiceNow, Jira Service Management, etc.).
· Familiarity with Agile methodologies and DevOps principles is a plus.
Preferred Qualifications:
· ITIL certification (Foundation or higher) preferred.
· Project management experience (PMP, PRINCE2, or Agile certifications are a plus). (PMP, PRINCE2, or Agile certifications are a plus).
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