Global Service Delivery Leader | ITIL & SIAM Expert

ARM LIMITED; Reading; On-site; GBP 70,000 - 110,000; Full time

Job summary

ARM LIMITED in Reading, UK, is seeking an experienced Service Management Leader to own end-to-end governance, drive global service reviews, and ensure SLAs and XLAs reflect user experience alongside contractual performance.

You will coordinate regional delivery teams, govern cross-supplier arrangements, manage escalations, and guide readiness for expansion while applying ITIL 4, SIAM, XLAs, and ServiceNow to enable measurable improvements.

Responsibilities

• Own the end-to-end service management relationship and accountability for global service outcomes.
• Lead global service reviews, governance and executive reporting, highlighting trends, risks and improvement commitments.
• Set the service performance approach for SLAs, XLAs and corresponding operational measures.
• Coordinate regional delivery teams so that local priorities and stakeholder concerns are represented in global governance.
• Maintain oversight of the cross-supplier service improvement plan and track benefits through to evidenced completion.
• Act as the senior escalation point for material service issues and critical incidents within governance guardrails.
• Oversee delivery of ITIL-aligned practices and ensure the single operational view across teams and suppliers.

Job description

ARM LIMITED in Reading, UK, is seeking an experienced Service Management Leader to own end-to-end governance, drive global service reviews, and ensure SLAs and XLAs reflect user experience alongside contractual performance.

You will coordinate regional delivery teams, govern cross-supplier arrangements, manage escalations, and guide readiness for expansion while applying ITIL 4, SIAM, XLAs, and ServiceNow to enable measurable improvements.