The IT Service Management (ITSM) Lead is a pivotal senior leadership role within IT Operations, responsible for designing and driving the organisation’s ITSM strategy. Reporting to the Head of IT Operations, this role ensures the effective implementation of ITIL-aligned processes, including Service Transition, Incident, Problem, and Change Management, while embedding these practices within a DevOps culture to deliver agility, reliability, and innovation. The ITSM Lead oversees direct line reports and manages relationships with key technology partners to ensure high quality, scalable service delivery.
This role collaborates across Tech Ops, Security, and FinOps teams, contributing to the organization’s operational strategy by enhancing service performance, resilience, and user satisfaction. By combining strategic foresight with hands-on leadership, the ITSM Lead plays a critical role in delivering exceptional IT services that empower the organisation to achieve its goals.
ITSM Strategy Development & Execution
1. Define and own the ITSM strategy, aligning it with the organisation’s digital transformation, DevOps practices, and business objectives.
2. Champion the integration of ITIL practices within an Agile/DevOps framework to promote efficient and collaborative service delivery.
Skills, qualifications, and experience
Education:
1. Bachelor’s degree in Computer Science, Information Technology, or a related field (master’s degree preferred) or equivalent.
Professional Certifications:
1. ITIL v4 Certification (Strategic Leader or Managing Professional preferred).
2. Certifications in DevOps (DevOps Foundation, AWS/Azure DevOps Engineer).
3. Agile certifications (Scrum Master, SAFe Agilist) are advantageous.
4. Project Management certifications (PMP, PRINCE2) preferred.
Experience:
1. Significant experience in ITSM leadership roles, with demonstrated success in integrating ITIL processes into Agile/DevOps environments.
2. Proven expertise in managing Incident, Problem, Change, and Service Transition processes in large-scale enterprise settings.
3. Experience with ITSM tools (e.g., Halo, Jira Service Management) and their integration into DevOps pipelines.
4. Solid understanding of CI/CD, automation, and cloud technologies (AWS, Azure, GCP).
5. Demonstrable success in leading cross-functional teams and managing MSPs to deliver high-quality IT services.
This role is ideal for a results-oriented leader who thrives in dynamic environments, with the ability to combine structured ITSM processes with the flexibility and speed of DevOps practices.
Package
Salary - up to £70,000
1. 30 days annual leave (plus 3 concessionary days over Christmas and your bank holidays!)
2. Flexibility – UCAS positively supports Hybrid working for its employees, meaning you can work between home and the office in a way that suits you and the business and also has a comprehensive Flexible Working Policy.
3. A generous pension scheme.
4. Hundreds of high street discounts and offers with Perkbox.
5. Internal training and development.
6. Subsidised gym and café.
7. Be rewarded for going above and beyond with our ex-gratia bonus scheme and Celebrating U, our quarterly employee recognition scheme.
8. Dedicated volunteer employee networks promoting wellbeing, awareness and inclusion.
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Created on 02/04/2025 by TN United Kingdom
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