Service Management Lead

Service Management Lead

Salary: Up to £95,000 + 25% Bonus + benefits

Location: 2 days on site - London

Type: Permanent Role

Our client are seeking an experienced and proactive Service Management Lead to lead a team of IT Service Operations Analysts and IT Business Systems Analysts. This role is critical to maintaining effective IT operations, enhancing ITIL-aligned service management processes, and delivering clear, reliable IT operational reporting.

About the role

This position offers the chance to play a key role in shaping IT service delivery within a dynamic organisation. The successful candidate will ensure IT services are aligned with business needs, while championing continuous improvement, service excellence, and modern ways of working.

Key responsibilities:

Lead, mentor, and develop a team of IT Service Operations Analysts and IT Business Systems Analysts.

Oversee the design, implementation, and ongoing improvement of ITIL processes such as Incident, Problem, Change, and Service Request Management.

Define, track, and report IT Operations metrics to maintain visibility and drive performance.

Ensure incidents are managed efficiently, with a focus on rapid service restoration and structured root cause analysis.

Collaborate with cross-functional teams to strengthen service delivery and operational effectiveness.

Act as a bridge between IT operations and delivery teams to ensure alignment with business priorities.

Support senior IT leadership in the planning and implementation of service management initiatives.

Skills and experience required:

Proven track record in leading IT service teams within complex, multi-vendor environments.

Strong leadership skills, with experience managing both direct and matrixed teams.

ServiceNow expertise (essential), with advanced knowledge of ITIL processes and service reporting.

ITIL v4 Foundation certification (or above).

Experience working in Agile environments and promoting modern ways of working.

Broad background in IT Service Operations across on-premises, cloud, SaaS, and PaaS platforms.

Strong analytical, problem-solving, and pragmatic decision-making skills.