IT Service Delivery Lead — Hybrid & AI-Driven

Axians UK; Coventry; Híbrido; GBP 65 000 - 95 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Company Shares Scheme

Pension

Medical Insurance

Hybrid Working

Resumo da oferta

Axians UK seeks an IT Service Manager to own end-to-end IT service performance, governance and continual improvement across a portfolio of services. You will lead the Service Desk, drive ITIL-aligned governance and oversee supplier relationships, budgets and risk management to deliver resilient, secure and value-driven services.

The role emphasizes automation, strong stakeholder engagement and leadership of cross-functional teams in a hybrid working setup within the UK.

Qualificações

• Substantial experience managing a portfolio of business-critical IT services in a multi-stakeholder environment.
• Accountable for IT service strategy, governance, performance and continual improvement.
• Proven ability to lead Service Desk and ITSM platforms with automation/AI to improve delivery and experience.
• Strong stakeholder engagement and supplier governance experience.
• ITIL certification is essential.

Responsabilidades

• Own the Service Desk platform and the front door for incidents and service requests with clear processes.
• Lead and develop the Service Desk team, setting objectives and coaching performance.
• Drive end-to-end service performance, resilience and customer experience using KPIs and SLAs.
• Analyse service data, create dashboards and report trends to guide improvements.
• Champion automation/AI to reduce manual work and improve service quality.
• Lead major incidents and critical escalations with effective communications.

Conhecimentos

ITIL

Service Desk management

Governance & compliance

Incident management

Change enablement

Automation & AI in service management

Leadership & people development

Budgeting & cost control

Supplier governance

Stakeholder management

Descrição da oferta de emprego

Axians UK seeks an IT Service Manager to own end-to-end IT service performance, governance and continual improvement across a portfolio of services. You will lead the Service Desk, drive ITIL-aligned governance and oversee supplier relationships, budgets and risk management to deliver resilient, secure and value-driven services.

The role emphasizes automation, strong stakeholder engagement and leadership of cross-functional teams in a hybrid working setup within the UK.