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Vodafone Logo Vodafone · IT - Administration

IT Excellence & Technical Lead

United Kingdom, Newbury · Job Posted January 21, 2026
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Job Description

We are seeking 2 x experienced IT Service Management professionals to lead technical excellence and integration across multiple ITSM domains. This role focuses on driving value-based outcomes, improving service performance, and championing digitalisation and automation initiatives. You will act as a strategic enabler, collaborating with senior stakeholders, analysing service trends, and delivering solutions that enhance customer experience and operational efficiency.

Job Responsibility

  • Drive collaboration across ITSM practices including Major Incident Management, Reliability Management, Service Desk, Service Readiness, and Configuration Management
  • Analyse customer data and service trends to identify recurring issues and escalate structural remediation opportunities
  • Coordinate end-to-end delivery of solutions for customer pain points, ensuring alignment with operational standards and strategic objectives
  • Champion best practice sharing, knowledge management, and continuous improvement across ITSM teams
  • Define and report KPIs and OKRs to measure performance and impact of improvement initiatives
  • Promote adoption of automation, AI-driven ITSM tools, and digitalisation to enhance efficiency and customer experience
  • Provide actionable insights through unified reporting and data standardisation for leadership decision-making
  • Engage stakeholders at all levels to build trust and communicate achievements effectively

Requirements

  • Minimum 5 years’ experience in IT Service Management within large-scale, complex organisations
  • Proven expertise across multiple ITSM practices and strong understanding of ITIL frameworks
  • Skilled in analysing service trends and driving structural remediation
  • Experience in project management methodologies such as Agile, Kanban, or SAFe
  • Familiarity with ITSM tools (e.g., ServiceNow, BMC Helix) and automation initiatives
  • Strong stakeholder engagement and influencing skills across diverse teams and cultures
  • Excellent communication skills for strategic reporting and engagement
  • ITIL Foundation certification required
  • advanced ITIL and project management certifications desirable

What we offer

  • Opportunity to lead strategic ITSM initiatives and influence senior-level decisions
  • Exposure to cutting-edge technologies, automation, and AI-driven ITSM solutions
  • Work in a global, collaborative environment with diverse teams and stakeholders
  • Contribute to transformation programmes that directly impact customer experience and operational excellence
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