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IT Service Management Lead

3 months ago

Manchester, United Kingdom Atlanta Group Full time

As a Service Operations Manager at Atlanta Group, you will play a pivotal role in overseeing the Service Protection Analysts and ensuring the implementation of effective service management protocols aimed at safeguarding and enhancing service level agreements.

Your key responsibilities will include:


• Enhancing process adherence and operational efficiency. You will embed service management practices and elevate their maturity, driving quality as defined by expected outcomes, customer satisfaction, and business value through comprehensive effectiveness measurements.


• Safeguarding service operations through rigorous change control and governance. You will collaborate with operational teams to identify and rectify the root causes of service performance issues, driving continuous service enhancements.


• Facilitating the seamless transition of project changes into live service.


• Ensuring that technology meets the functional and technical performance expectations of business clients by cataloging services in accordance with an established service level framework, complete with documented SLAs and service reporting.


• Managing risks that could jeopardize the delivery of agreed service levels and strategizing for the recovery of IT services to minimize business disruptions.

Ideal candidates will possess the following qualifications:

Extensive experience in IT Service Management delivery across critical areas such as:

(Incident, Problem, Change)

Experience leading a multi-disciplinary service delivery team within a regulated environment.

Strong understanding of Risk Management and the ability to coordinate related activities.

ITIL Foundation certification (V3 or V4).

Proven ability to inspire and lead the development of local level roadmaps.

Demonstrable knowledge and experience in implementing ITIL best practices.

Experience with Agile development methodologies.

Ability to thrive in a dynamic, fast-paced, delivery-focused environment.

Proficiency in coaching and mentoring to foster a high-performing team.

Experience managing major incidents in multi-tier environments.

Strong third-party management skills in the context of IT Service Delivery.

Excellent communication and documentation abilities.

Functional knowledge of cloud infrastructure.

Familiarity with ServiceNow Automation.