IT Excellence & Technical Lead

• Drive cross-practice collaboration across ITSM domains including Major Incident Management, Problem Management, Service Desk, Service Readiness, SSI, Service Compliance and Configuration Management
• Act as a technical and integration lead, ensuring end-to-end alignment between ITSM practices, operational standards, and strategic objectives
• Proactively analyse customer data, service performance, and trends to identify recurring issues, micro problem management themes, and structural remediation opportunities
• Coordinate the end-to-end delivery of solutions that address customer pain points, ensuring seamless integration with existing service offerings
• Champion automation, digitalisation, and AI-driven ITSM initiatives to improve efficiency, resilience, and customer experience
• Co-define, track, and report meaningful KPIs and OKRs, providing clear insight into service performance, impact, and continuous improvement outcomes
• Support data unification and standardisation, enabling actionable insights and consistent reporting for leadership decision-making
• Engage and influence stakeholders at all levels, building trust, securing sponsorship, and clearly communicating outcomes and value delivered
• Act as a business owner for strategic service management initiatives, managing risks, dependencies, and alignment with the ITSM roadmap

• ITIL Foundation certification (Intermediate / Expert desirable)
• Strong background in IT Operations / Service Delivery across multiple ITSM domains
• Experience with ITSM tools such as ServiceNow or BMC Helix
• Demonstrated experience in structural remediation, problem trend analysis, and service performance improvement
• Familiarity with automation, AI-driven ITSM solutions, and digitalisation initiatives
• Commercial experience is desirable
• An experienced IT Service Management professional with 5+ years’ experience in large-scale, complex IT environments
• Proven ability to work across multiple ITSM practices and act as a connector between teams, functions, and stakeholders
• Strong understanding of ITIL frameworks and lifecycle management
• Highly analytical, with the ability to translate data, trends, and patterns into actionable insights and remediation plans
• Comfortable influencing without authority, engaging senior stakeholders, and operating across diverse, global teams
• Experienced in project delivery and cross-functional coordination, ideally using Agile, Kanban, or SAFe methodologies
• Curious, proactive, and customer-focused, with a strong bias toward continuous improvement and innovation
• Excellent written and verbal communicator, able to support senior reporting, strategic communications, and bid inputs
• Demonstrated commercial acumen, with experience understanding service cost drivers, value realisation, and the commercial impact of operational and service management decisions

Commercial experience is desirable

• Opportunity to shape and influence ITSM strategy and delivery across a global organisation
• Exposure to cutting-edge automation and AI-enabled ITSM capabilities
• A role with high visibility, working closely with senior leadership and strategic stakeholders
• The chance to drive measurable improvements in service performance, customer experience, and operational efficiency
• A collaborative, cross-functional environment focused on learning, innovation, and continuous improvement