IT Service Management Lead

TN United Kingdom; Glasgow; Hybrid; GBP 46,000 - 60,000; Full time

Job summary

An established industry player is seeking an IT Service Management & Business Operations Lead to join their dynamic Digital Services team. This role is pivotal in enhancing service quality through ITIL v4 practices and data-driven insights. You will lead financial planning, manage supplier relationships, and mentor junior staff in a collaborative environment. With flexible working options in Glasgow or Edinburgh, generous holiday allowances, and an outstanding pension scheme, this position offers a unique opportunity to make a significant impact in a forward-thinking organization focused on innovation and continuous improvement.

Benefits

Generous holiday allowance starting at 38 days

Flexible working arrangements

Outstanding pension scheme with circa 29% employer contribution

Family-friendly policies including full pay maternity leave

Qualifications

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

Responsibilities

• Oversee IT Service Management and business operations for the Digital Services team.
• Develop ITIL v4 processes and drive ITSM strategies for operational excellence.

Skills

ITIL v4

Financial Control

Data Analytics

Stakeholder Management

Automation Skills

Education

Degree in IT or related field

Tools

ServiceNOW

Tableau

Power BI

Job description

Social network you want to login/join with:

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, critical assets for the Scottish economy. They aim to provide the best public service for Scotland and are transforming their historic land registers into modern digital services supported by cloud and AI technologies.

Their Digital team, recognized for excellence in technology, innovation, and culture, is expanding. They seek an IT Service Management & Business Operations Lead for their Digital Services team of around 200 staff, part of a total workforce of over 1100.

About this role:

This position oversees the Digital, Data, and Technology Directorate’s (DDAT) business operations and IT Service Management (ITSM). Responsibilities include financial planning, contract management, IT service analytics, and implementing ITIL v4 practices to enhance service quality. The role is vital in fostering a data-driven culture, operational resilience, and continuous improvement across digital functions.

Main duties:

• Service Management & Operational Excellence: Develop and mature ITIL v4 processes, drive proactive ITSM strategies, implement service monitoring, champion automation and self-service, lead incident management.
• Performance & Data Insights: Define and monitor KPIs, leverage analytics for predictive insights, manage reporting dashboards using tools like Tableau or Power BI, promote performance culture.
• Financial & Resource Management: Lead financial planning, optimize contracts, ensure IR35 compliance, and advise on budget strategies.
• Leadership & People Development: Mentor junior staff, foster a high-performing culture, promote cross-team collaboration.
• Risk & Compliance: Identify and support risk management related to budgets, contracts, and compliance with policies and regulations.
• Supplier Relationship Management: Negotiate favorable supplier terms, manage third-party contracts efficiently, ensure IR35 compliance.

The ideal candidate will have extensive experience in financial control supporting mid-sized organizations (>£10M annual costs), managing contingent workers, and optimizing third-party relationships. Strong ITSM expertise, familiarity with ITIL v4, ServiceNOW or similar platforms, and automation skills are essential. Strategic thinking, leadership, data analytics, stakeholder management, and understanding of IT infrastructure are also required.

What you will get from joining RoS:

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