Role / Job Title :Senior Service LeadWork Location:London / Leiston (2 days)Other Working Conditions (Travel / On-call / Shifts)This is a hybrid role, and the candidate will need to travel to Leiston and London offices.
* Candidate should be SC cleared with Active SC validity of 3 months for transfer to complete.
* Prior onboarding checks need to be completed before contract release (mandatory).
* Upon successful SC transfer and checks, the contract will be released.
* Candidate will need to travel to Gloucester or Warrington for in-person ID checks before the contract start date.
The RoleJoin us as a Senior Service Lead and take ownership of ensuring our services are secure, operable, maintainable, and aligned with business needs.You'll work closely with product teams, partners, and agile squads to embed service management best practices and drive continuous improvement across enterprise-wide platforms. If you're ready to lead with impact and shape the future of service delivery - this is your opportunity to make a difference.Your Responsibilities
* As 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 as our customer, you will obsess about their Customer Experience and delivering value through effective implementation and exploitation of cost.
* Ensure all service metrics remain current by using traditional delivery against CSLs / KPIs, introducing balanced scorecards, user experience metrics/agreements, service availability, and continual service improvement metrics. Work together to define and agree service improvement targets to enhance service delivery.
* Work closely with Product Owners to set direction, understand the art of the possible, and push vendor boundaries to support a seamless customer experience.
* Support the drive for a frictionless engagement between customers, partners, product, and federated teams.
* Assure service management and reliability practices across change and release automation with 'just enough' control, ensuring complex operational deployments to customers are 'right first time'.
* Lead the development of initiatives to support SIAM intelligent operations, including data quality and analytics, management insight, and reporting.
Your ProfileEssential Skills / Knowledge / 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 assurance methods (e.g., audits, QA, reporting) to maintain service quality and compliance.
* Communicate 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.
* Safeguard customer 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.
Desirable Skills / Knowledge / Experience
* Strategic Service Leadership: Ability to lead and evolve IT service delivery, ensuring alignment with business SLAs, KPIs, and long-term goals.
* Customer-Centric Mindset: Proven track record of driving service excellence, transformation, and optimisation with a focus on customer outcomes.
* Assurance & Compliance Expertise: Skilled in applying audits, quality assurance, and reporting techniques to maintain high service standards and regulatory compliance.
* Effective Communication: Strong ability to communicate service vision, strategy, and roadmaps to stakeholders across all levels of the organisation.
* Agile Service Management: Experience implementing agile practices in diverse, fast-paced environments, including remote and distributed teams.
* Vendor & Contract Management: Proficient in managing service contracts, SLAs, and supplier relationships (onshore/offshore), ensuring alignment with business objectives.
* Knowledge & IP Protection: Familiarity with embedding knowledge management and assurance practices to safeguard customer intellectual property.
* ITSM Toolset Expertise: Hands-on experience with ITSM platforms, especially ServiceNow, including strategic development and vendor collaboration to maximise value.
JBRP1_UKTJ