IT Service Management Lead

TN United Kingdom; City of Edinburgh; Hybrid; GBP 46,000 - 60,000; Full time

Job summary

An established industry player is seeking an IT Service Management & Business Operations Lead to drive operational excellence and service maturity within their Digital Services team. This role is pivotal in developing ITIL v4-aligned practices and enhancing service performance through data-driven insights. You will lead financial planning, manage supplier relationships, and foster a culture of continuous improvement. With a focus on innovation and collaboration, this position offers a stimulating environment and flexible working options in Edinburgh or Glasgow. Join a team dedicated to modernizing public services and making a significant impact.

Benefits

Generous holiday allowance starting at 38 days

Flexible working patterns

Outstanding pension scheme with circa 29% employer contribution

Family-friendly policies including full pay maternity leave

Location flexibility in Edinburgh or Glasgow

Qualifications

• Extensive experience in financial control for mid-sized organizations.
• Strong ITSM expertise and familiarity with ITIL v4 and ServiceNOW.

Responsibilities

• Oversee IT service management functions and financial planning.
• Develop ITIL v4 processes and drive continuous service improvement.

Skills

ITIL v4

IT Service Management

Financial Planning

Data Analytics

Stakeholder Management

Automation Skills

Education

Degree in IT or related field

Tools

ServiceNOW

Tableau

Power BI

Job description

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IT Service Management & Business Operations Lead
Edinburgh/Glasgow/Hybrid
Salary up to £59,353 + 29% pension

Registers of Scotland (RoS) manages 21 land, property, and other legal registers, which are a critical asset for the Scottish economy. They aim to provide the best public service for Scotland and are on a mission to modernize some of the oldest public land registers in the world.

They are committed to delivering excellent service through award-winning digital services supported by the latest cloud and AI technology.

Their Digital team is recognized industry-wide for excellence in:

• Technology
• Innovation
• Culture

As part of their ongoing digital transformation, they are expanding their permanent technology team. They currently employ over 1100 staff across all departments and have an immediate opening for an IT Service Management & Business Operations Lead within their Digital Services team, which comprises around 200 members.

About this role:

This position oversees the Digital, Data, and Technology Directorate’s (DDAT) business operations and IT Service Management (ITSM) functions. Responsibilities include financial planning & monitoring, contract management for contingent workers, IT service performance analytics, and developing ITIL v4-aligned practices to promote service excellence.

The role is vital for embedding a data-driven culture, ensuring operational resilience, service maturity, and continuous improvement across digital functions.

Main duties:

1. Service Management & Operational Excellence

• Develop and mature ITIL v4 processes across all IT service functions
• Drive proactive ITSM strategies and continuous service improvement (CSI)
• Implement and enhance service monitoring via ITSM platforms
• Champion automation and self-service initiatives
• Lead major incident management practices

Performance & Data-Driven Insights

• Define and monitor key IT service KPIs and provide strategic insights
• Leverage ITSM data for predictive analytics
• Manage IT service reporting dashboards, integrating visualization tools like Tableau or Power BI
• Foster a culture of performance and data-led improvements

Financial & Resource Management

• Lead financial planning and control to maximize value
• Optimize contracts with suppliers and contingent workers, ensuring IR35 compliance
• Conduct financial scenario modeling for budget optimization

Leadership & People Development

• Mentor and develop junior professionals in service management
• Promote a high-performing ITSM, finance, and workforce management culture
• Encourage cross-team collaboration

Risk and Compliance Management

• Identify and mitigate risks related to budgets, suppliers, and compliance
• Ensure adherence to internal policies and regulations

Supplier Relationship Management and Optimization

• Negotiate favorable terms with suppliers, reduce costs, and ensure value
• Manage third-party contingent worker contracts efficiently and IR35 compliant

The ideal candidate will have extensive experience in financial control supporting mid-sized organizations with annual costs exceeding £10M, managing contingent workers, and optimizing third-party contracts. Strong ITSM expertise, familiarity with ITIL v4, ServiceNOW or similar platforms, and automation skills are essential. Strategic thinking, leadership in organizational change, data analytics, and stakeholder management are also crucial.

What you will get from joining RoS:

• A stimulating environment focused on high-quality products and continuous learning
• Location flexibility in Edinburgh or Glasgow with hybrid working options
• 35-hour workweek with flexible working patterns
• Generous holiday allowance starting at 38 days, increasing to 42
• Family-friendly policies including full pay maternity leave and shared parental leave
• Outstanding pension scheme with circa 29% employer contribution
• Salary range: £46,677 - £54,957 plus an 8% DDaT supplement