You'll be joining an entertainment firm with a unique requirement in order to propel and lead their ITSM team. This is a global ServiceNow environment seeking a modern leader who's focused on customer experience, and CSI. You'll need to have managed globally dispersed internal ITSM teams (10 FTE) in an environment 2000 users. ServiceNow is advantageous, and an innovative mindset towards ITSM. Location: Cambridgeshire (2 days a week) Rate: £650 per day (inside IR35) Duration: 6 months minimum. Key Responsibilities Develop and implement the Service Management strategy in alignment with business goals. Lead, mentor, and inspire a team of skilled ITSM professionals, fostering a culture of excellence and continuous improvement. Partner with senior leaders and stakeholders to understand and deliver on Service Management needs. Drive the implementation and evolution of ITIL best practices and processes. Oversee the delivery of high-quality IT services, including Incident, Problem, Change, and Major Incident Management. Lead the development of the IT service catalogue, ensuring processes, tools, and technologies are effectively utilised. Monitor, measure, and report on Service Management performance, identifying opportunities for improvement. Enhance service quality, efficiency, and customer satisfaction through innovative initiatives. Develop and implement SLAs and KPIs that align with IT strategy, ensuring compliance with regulations, standards, and policies. Proactively manage risks in IT service delivery, implementing robust mitigation strategies. Serve as the primary point of contact for Service Management, building strong relationships across the organisation to ensure seamless service delivery. Key Skills & Competencies Proven leader. Builder of impactful, high-performing teams. Modern ITSM Leader, focused on customer experience as opposed to simply 'SLAs' Expert in ITIL and service management frameworks. Clear communicator. Skilled negotiator. Trusted by stakeholders. Sharp problem-solver with a drive for continuous improvement. Builds and sustains trusted relationships inside and out. Sound like you? Please do apply for a call to discuss. ADZN1_UKTJ