Service Management Lead

Posted 2 days 10 hours ago by La Fosse Associates

Permanent
Full Time
Other
London, United Kingdom
Job Description

Job Benefits: + Benefits

Overview

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.

Salary: Upto£95,%Bonus+benefits

Location: 2 days onsite - London

Type: Permanent Role

About the role

This position offers the chance to play a key role in shaping IT servicedelivery 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 Foundations 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.