IT Service Management Lead

East Midlands Combined County Authority; Chesterfield; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

East Midlands Combined County Authority seeks an experienced IT Service Management Lead to shape and lead ITIL-aligned processes across the organisation. You will own incident, problem and change management, drive continual improvement and ensure high service standards in collaboration with MSPs and SOC providers.

Reporting to the Head of ICT Service Delivery, you will manage major incidents, develop the service catalogue and SLAs, and deliver performance dashboards.

Qualifications

• Significant experience in IT service management within a complex ICT environment.
• Strong practical knowledge of ITIL processes across change, incident and problem management.
• Proven experience managing major incidents, including communications and root cause analysis.

Responsibilities

• Lead design, implementation and continuous improvement of ITIL service management processes (incident, change, problem, knowledge).
• Chair and coordinate Change Advisory Board (CAB) meetings and manage change lifecycle.
• Lead major incident responses with cross‑team coordination and timely resolution.
• Develop and maintain the service catalogue, SLAs and ITSM workflows.
• Produce performance dashboards and service reports (SLA, MTTR, backlog).
• Manage integration with MSPs and SOCs; ensure security and compliance.
• Support configuration and optimization of ITSM tools and automation.

Skills

ITIL processes

Incident management

Change management

Problem management

Service management

Stakeholder communication

Education

Bachelor's degree or equivalent

ITIL 4 Managing Professional

Microsoft certifications

Tools

ITSM tools

Job description

Location: East Midlands (hybrid working available)

Reporting to: Head of ICT Service Delivery

Direct reports: 2

We are seeking an experienced and proactive IT Service Management Lead to shape and lead IT service management practices across EMCCA. This is a key role in ensuring our ICT services are reliable, efficient and aligned to organisational needs, supporting the delivery of high-quality public services across the region.

About the role

As IT Service Management Lead, you will take ownership of ITIL-aligned processes across the organisation, driving consistency, performance and continual improvement.

You will play a central role in managing critical IT operations, from major incidents to service requests, ensuring robust governance, strong stakeholder communication and high service standards.

Working closely with internal teams and external partners, including managed service providers and security operations, you will ensure services are delivered effectively, compliantly and with a strong focus on user experience.

Key responsibilities

• Lead the design, implementation and continuous improvement of ITIL service management processes, including:
• Incident and major incident management
• Knowledge management
• Chair and coordinate Change Advisory Board (CAB) meetings and manage the change lifecycle
• Lead major incident response, coordinating stakeholders and ensuring timely resolution and communication
• Drive problem management and root cause analysis, reducing repeat incidents
• Develop and maintain the service catalogue, SLAs and request workflows
• Produce and present performance dashboards and service reports (SLA, MTTR, backlog, etc.)
• Manage integration with managed service providers (MSP) and security operations (SOC)
• Support the configuration and optimisation of ITSM tools and automation
• Ensure compliance with audit and security requirements (e.g. Cyber Essentials Plus)
• Maintain clear documentation, knowledge bases and audit trails

About you

• We’re looking for someone with strong technical knowledge and a passion for service excellence

You will have:

• Significant experience in IT service management within a complex ICT environment
• Strong practical knowledge of ITIL processes across change, incident, problem and service management
• Proven experience managing major incidents, including communications and root cause analysis
• Experience developing service catalogues, SLAs and ITSM workflows
• Strong understanding of compliance, governance and best practice
• Excellent communication skills and the ability to build relationships with stakeholders at all levels

Qualifications:

• Degree or equivalent professional experience
• ITIL 4 Managing Professional
• Microsoft or relevant technical certifications

Our values

We are a values-led organisation, guided by:

• Lifting our region – delivering outcomes that benefit people and places
• Working together – building strong, collaborative partnerships
• Making an impact – driving meaningful improvements
• Being human – valuing diversity and authentic engagement
• Play a key role in shaping modern, high-performing IT services
• Work in a collaborative and forward-thinking environment
• Influence how digital services support regional transformation
• Access opportunities for professional development and growth
• Enjoy a flexible and supportive working culture