Global IT Service Delivery Lead (Security Cleared)

Arm; Reading; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

Arm is seeking a senior service management professional to own global service outcomes for the UK, Italy and Japan, coordinating across internal teams and suppliers in a security-conscious environment.

The role focuses on defining service performance, SLAs, XLAs and governance, with responsibility for demand forecasting, capacity planning and escalation management across regions.

Hybrid working with 2 days/week in Reading when the office is operational and ready.

Qualifications

• Experience leading service delivery in a complex, multi-supplier environment.
• Background in defence, aerospace, government or security-regulated settings.
• Understanding of ITIL 4 service management and SIAM principles.
• Executive stakeholder governance and escalation leadership experience.
• Ability to translate service/risk/security data into clear decisions.

Responsibilities

• Own end-to-end service management relationships and global outcomes.
• Lead global service reviews, governance and executive reporting.
• Set service performance approaches for SLAs, XLAs, and metrics.
• Coordinate regional delivery teams and align with global governance.
• Oversee cross-supplier service improvement plans and benefits tracking.
• Act as senior escalation point for major incidents and issues.
• Manage demand, capacity planning and service scaling across locations.

Skills

Service delivery leadership

Global governance

Executive stakeholder management

ITIL 4 knowledge

ServiceNow experience

Education

ITIL 4 MP/SL or equivalent

Tools

ServiceNow

Job description

Arm is seeking a senior service management professional to own global service outcomes for the UK, Italy and Japan, coordinating across internal teams and suppliers in a security-conscious environment.

The role focuses on defining service performance, SLAs, XLAs and governance, with responsibility for demand forecasting, capacity planning and escalation management across regions.

Hybrid working with 2 days/week in Reading when the office is operational and ready.