Location: East Midlands (hybrid working available)
Reporting to: Head of ICT Service Delivery
Direct reports: 2
We are seeking an experienced and proactive IT Service Management Lead to shape and lead IT service management practices across EMCCA. This is a key role in ensuring our ICT services are reliable, efficient and aligned to organisational needs, supporting the delivery of high-quality public services across the region.
About the role
As IT Service Management Lead, you will take ownership of ITIL-aligned processes across the organisation, driving consistency, performance and continual improvement.
You will play a central role in managing critical IT operations, from major incidents to service requests, ensuring robust governance, strong stakeholder communication and high service standards.
Working closely with internal teams and external partners, including managed service providers and security operations, you will ensure services are delivered effectively, compliantly and with a strong focus on user experience.
Key responsibilities
* Lead the design, implementation and continuous improvement of ITIL service management processes, including:
* Incident and major incident management
* Knowledge management
* Chair and coordinate Change Advisory Board (CAB) meetings and manage the change lifecycle
* Lead major incident response, coordinating stakeholders and ensuring timely resolution and communication
* Drive problem management and root cause analysis, reducing repeat incidents
* Develop and maintain the service catalogue, SLAs and request workflows
* Produce and present performance dashboards and service reports (SLA, MTTR, backlog, etc.)
* Manage integration with managed service providers (MSP) and security operations (SOC)
* Support the configuration and optimisation of ITSM tools and automation
* Ensure compliance with audit and security requirements (e.g. Cyber Essentials Plus)
* Maintain clear documentation, knowledge bases and audit trails
About you
* We’re looking for someone with strong technical knowledge and a passion for service excellence
You will have
* Significant experience in IT service management within a complex ICT environment
* Strong practical knowledge of ITIL processes across change, incident, problem and service management
* Proven experience managing major incidents, including communications and root cause analysis
* Experience developing service catalogues, SLAs and ITSM workflows
* Strong understanding of compliance, governance and best practice
* Excellent communication skills and the ability to build relationships with stakeholders at all levels
Qualifications
* Degree or equivalent professional experience
* ITIL 4 Managing Professional
* Microsoft or relevant technical certifications
#J-18808-Ljbffr