Our global client are 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.
West Yorkshire or London Based
Your Role:
You will focus on the strategic direction, governance, and ongoing enhancement of IT Service Management 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.
Key Responsibilities:
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.
ITSM Process Ownership and Governance:
1. Serve as the primary owner of core ITSM processes, including Incident, Problem, Change, Release, Service Request, IT4IT demand (Request for Work), and Knowledge Management.
2. Oversee and ensure alignment of the Major Incident Management process with Disaster Recovery (DR) and Business Continuity (BC) teams across the organization.
3. Maintain effective Change Management proce...