IT Service Delivery Lead (ServiceNow ITSM) Contract: Initial 6 months (likely to extend to 12 months)
Location: London (on-site 2 days per month)
Working model: Hybrid / remote-first
An established global technology solutions provider is seeking an IT Service Delivery Lead (ServiceNow ITSM) to support a high-profile end client operating at scale within the creative and digital entertainment sector.
This role will play a critical part in leading global ITSM operations, driving service excellence across Change, Incident, and Problem Management, and acting as a senior escalation point within a complex, fast-paced, international environment.
Key Responsibilities
1. Lead global ITSM operations across Change, Problem, and Incident Management practices, ensuring consistent and effective service delivery.
2. Act as a primary escalation point for critical incidents and complex problems, providing calm, decisive leadership during high-impact situations.
3. Build, guide, and develop the ITSM team through strategic hiring, mentoring, targeted training, and effective workload allocation.
4. Monitor team performance to ensure high quality, efficiency, and true follow-the-sun operational coverage.
5. Develop and execute clear communication strategies that al...