IT Service Management Lead Specialist

1 day ago


Carlisle, Cumbria, United Kingdom The Cumberland Full time
About The Job

A competitive salary of £60,000 - £70,000 per annum, plus benefits, is available for this exciting opportunity. We're looking for a highly skilled Service Assurance Lead to join our team at The Cumberland.

The successful candidate will have strong experience in a regulated IT environment, preferably in an IT Service Management role. A solid understanding of Service Management Framework principles and processes is essential, as well as the ability to apply knowledge in project or programme activities.

You'll be responsible for ensuring the necessary governance is applied to key Service Management functions with CBS, which include (but are not limited to) Incident, Change, and Problem Management. You will play a critical role in developing and maintaining Service Management frameworks that align with ITIL v4 best practice standards.

Key Responsibilities
  • Ensure effective Incident Management, including running the incident bridge and coordinating resources to clear, communicate, and recover services.
  • Manage incidents with third-party suppliers, escalating when necessary, and ensuring the supplier performs to contractual SLAs.
  • Take on the role of Problem Manager when complex problems arise, completing root cause analysis with teams across the business.
  • Manage day-to-day Change Management activities, ensuring all changes have been correctly impact assessed, documented, and approved.
  • Identify and log risks from incidents, problems, and change activity, taking ownership to mitigate or remove risks in Technology's control.


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