IT Service Management Lead

4 weeks ago

West Yorkshire, United Kingdom La Fosse Full time
Our global client is seeking an experienced Service Management Lead to join their team. This role is critical in acting as the lead in Service Management where you will focus on the strategic direction, governance, and ongoing enhancement of ITSM processes.
As a Service Management Lead, you will focus on the strategic direction, governance, and ongoing enhancement of IT Service Management (ITSM) processes, with a focus on ITIL Service Design, Service Transition, and the IT Service Management Office. This role ensures that services are effectively designed, transitioned, and managed to meet both business and operational needs.

You will lead a team of ITSM professionals, collaborating with business units, service owners, and technical teams to deliver seamless service, maintain adherence to ITIL frameworks, and align with the organization's business objectives.

**Service Design and Transition:**
Lead the Service Design process, ensuring new or modified services meet organizational needs for capacity, availability, continuity, and security.
Oversee the Service Transition process, including release, change, and deployment management, ensuring smooth transitions from development to operations.
Manage the development and maintenance of Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and Underpinning Contracts (UCs).
Ensure service design and transitions align with ITIL best practices and the specific needs of the business.

**Service Management Process Ownership:**
Serve as the primary owner of core ITSM processes, including Incident, Problem, Change, Release, Service Request, IT4IT demand (Request for Work), and Knowledge Management.
Oversee and ensure alignment of the Major Incident Management process with Disaster Recovery (DR) and Business Continuity (BC) teams across the organization.
Develop and enforce ITSM policies, procedures, and guidelines to drive continuous improvement in service management practices.
Maintain effective Change Management processes to reduce risk and ensure service stability.

**IT Service Management Office (ITSMO):**
Establish and lead the IT Service Management Office (ITSMO), ensuring governance and oversight of all ITSM activities within the organization.
ServiceNow ITSM) to enhance operational efficiency.
Develop KPIs, metrics, and reports to measure the performance of IT services and ITSM processes.
Act as the escalation point for critical incidents and service disruptions, ensuring timely resolution and clear communication to stakeholders.

**Continuous Service Improvement:**
Champion initiatives aimed at improving the quality and efficiency of IT services by incorporating best practices from DevOps, Agile, and Automation.
Promote a culture of Continuous Service Improvement (CSI), ensuring ongoing optimization of services to meet evolving business requirements.
Identify opportunities to integrate automation and AI technologies into service management processes, enhancing efficiency and reducing manual work.

**Team Leadership:**
Develop a high-performing team of service management professionals, fostering a collaborative and excellence-driven culture.
Implement training and development plans to ensure team members maintain expertise in ITIL, ITSM practices, and service delivery.

The ideal candidate will have 10+ years of experience in IT Service Management, including at least 5 years in a leadership role.
ITIL Certification is highly desirable.
Proven experience in Service Design and Service Transition within complex IT environments.
Solid understanding of DevOps, Agile methodologies, and Automation within the ITSM context.

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