IT Service Delivery Lead (ServiceNow ITSM)

Xcede Recruitment Solutions; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A global technology solutions provider is seeking an IT Service Delivery Lead to oversee IT Service Management operations. This role involves leading a team, executing high-level strategies, and ensuring effective service delivery, particularly using ServiceNow. The position offers a contract for an initial 6 months with potential for extension, requiring minimal on-site work in London. Ideal candidates will have 5 years of ITSM experience and strong leadership skills, making an impact in a creative industry.

Qualifications

• Bachelor’s degree in IT, Computer Science, or related discipline.
• ITIL 4 Foundation certification is mandatory.
• 5 years of IT Service Management experience, with 2 years in a leadership role.

Responsibilities

• Lead global ITSM operations, ensuring effective service delivery.
• Act as primary escalation point for incidents.
• Develop and mentor the ITSM team.

Skills

IT Service Management

Leadership

Problem-solving

Stakeholder management

ITIL best practices

Education

Bachelor’s degree in Information Technology or Computer Science

Master’s degree in a relevant field

Tools

ServiceNow

Job description

Overview

IT Service Delivery Lead (ServiceNow ITSM) – Contract: Initial 6 months (likely to extend to 12 months). Location: London (on-site 2 days per month). Working model: Hybrid / remote-first. An established global technology solutions provider is seeking an IT Service Delivery Lead (ServiceNow ITSM) to support a high-profile end client operating at scale within the creative and digital entertainment sector. This role will play a critical part in leading global ITSM operations, driving service excellence across Change, Incident, and Problem Management, and acting as a senior escalation point within a complex, fast-paced, international environment.

Key Responsibilities

• Lead global ITSM operations across Change, Problem, and Incident Management practices, ensuring consistent and effective service delivery.
• Act as a primary escalation point for critical incidents and complex problems, providing calm, decisive leadership during high-impact situations.
• Build, guide, and develop the ITSM team through strategic hiring, mentoring, targeted training, and effective workload allocation.
• Monitor team performance to ensure high quality, efficiency, and true follow-the-sun operational coverage.
• Develop and execute clear communication strategies that align ITSM goals with broader business objectives, strengthening IT–business partnership.
• Collaborate closely with senior IT leadership to proactively improve operational efficiency and provide strategic input aligned to the IT vision and roadmap.

Skills & Experience Required

• Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
  • A Master’s degree in a relevant field is strongly preferred.
• ITIL 4 Foundation certification (mandatory).
  • ITIL Managing Professional (MP) and/or Strategic Leader (SL) highly desirable.
• 5 years’ experience in IT Service Management, with at least 2 years in a leadership role overseeing ITSM operations.
• Strong understanding of ITSM best practices and frameworks, with hands-on experience using industry-standard ITSM tools.
• Proven, hands-on expertise with leading ITSM platforms, with a strong preference for ServiceNow.
• Excellent problem-solving and decision-making skills, particularly in high-pressure environments.
• Strong communication and stakeholder management capabilities.
• Demonstrable experience leading cross-functional and globally distributed teams.
• Extensive experience working in multicultural environments and managing teams across multiple time zones.

Why Apply?

• Opportunity to lead ITSM operations for a globally recognised organisation in a dynamic, creative industry.
• Long-term contract potential within a stable, well-funded programme.
• Minimal on-site requirement (only 2 days per month in London).
• High-impact role with visibility across senior IT and business stakeholders.