IT Operations Lead: Service Management & Incident

VMD; Addlestone; On-site; GBP 32,000 - 39,000; Full time

Job summary

VMD, the Veterinary Medicines Directorate, is seeking an IT Operations and Service Management Lead to join the IT Operations team in a hands-on operational role with service management responsibility. The role supports reliable delivery of IT services underpinning regulatory, scientific, and business activities.

You will focus on modern computing, end-user services, and live service support, providing senior technical judgement, prioritisation, and escalation support across the team.

Qualifications

• Experience in IT operations, service desk or live service support environments.
• Experience using ticketing or service management tools to manage work.
• Experience supporting end users with workplace tech (365, Teams, SharePoint, Outlook).
• Experience collaborating with suppliers and technical teams for service delivery.
• Ability to monitor service information and identify risks for improvements.
• Solid understanding of IT service management, ITIL-based approaches.
• Ability to assess impact and urgency of IT issues and escalate when needed.

Responsibilities

• Support day-to-day IT services underpinning regulatory, scientific, and business activities.
• Focus on end-user services, service desk operations, and live service support.
• Provide capacity within IT Operations, coordinating and prioritising tasks.
• Participate in incident, request, change, and problem handling.
• Offer service desk support, triage, and escalation of live service issues.
• Collaborate with EO IT Operations Support colleagues for escalation and judgment.
• Contribute to hands-on operational tasks and monitor service information.

Skills

IT operations

Service desk

End-user support

Incident management

Prioritisation

Communication

Tools

Jira Service Management

Microsoft 365

Teams

SharePoint

Outlook

Intune

Autopilot

Job description

VMD, the Veterinary Medicines Directorate, is seeking an IT Operations and Service Management Lead to join the IT Operations team in a hands-on operational role with service management responsibility. The role supports reliable delivery of IT services underpinning regulatory, scientific, and business activities.

You will focus on modern computing, end-user services, and live service support, providing senior technical judgement, prioritisation, and escalation support across the team.