IT Service Management Lead

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

Job summary

An innovative organization is seeking an IT Service Management & Business Operations Lead to enhance their Digital Services team. This role involves overseeing ITSM practices, financial planning, and fostering a data-driven culture to ensure operational excellence. The ideal candidate will have a strong background in ITIL v4 and financial control, along with leadership skills to mentor junior professionals. With a focus on continuous improvement and collaboration, this position offers a stimulating environment and excellent benefits, including a generous pension scheme and flexible working arrangements.

Benefits

38 days holiday allowance

Flexible working arrangements

Full pay maternity leave after 1 year

Outstanding pension scheme with 29% employer contribution

Qualifications

• Extensive experience in financial control and ITSM.
• Strong expertise in ITIL v4 and managing contingent workers.

Responsibilities

• Oversee business operations and IT service management.
• Lead financial planning and optimize contracts.

Skills

ITIL v4

ServiceNOW

Data Analytics

Financial Planning

Stakeholder Management

Leadership

Tools

Tableau

Power BI

Job description

Social network you want to login/join with:

col-narrow-left

Client:

Location:

Job Category:

Other

-

EU work permit required:

Yes

col-narrow-right

Job Reference:

a7164675e82c

Job Views:

5

Posted:

05.05.2025

Expiry Date:

19.06.2025

col-wide

Job Description:

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 essential to the Scottish economy. They aim to modernize these historic registers with 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, which comprises around 200 staff within a total of over 1100 employees.

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 performance analytics, and implementing ITIL v4 practices for service excellence. The role is vital for fostering a data-driven culture, operational resilience, and continuous improvement.

Main duties:

1. Service Management & Operational Excellence
2. Develop and mature ITIL v4 processes; drive proactive ITSM strategies; implement service monitoring; champion automation and self-service; lead incident management practices.
3. Performance & Data-Driven Insights
4. Define and monitor KPIs; leverage analytics for predictive insights; own reporting dashboards with visualisation tools like Tableau or Power BI; promote a culture of performance improvement.
5. Financial & Resource Management
6. Lead financial planning; optimize contracts; ensure IR35 compliance; conduct scenario modelling for budgets.
7. Leadership & People Development
8. Mentor junior professionals; foster high-performing teams; promote cross-team collaboration.
9. Risk and Compliance Management
10. Identify and support risk mitigation; ensure compliance with policies and regulations.
11. Supplier Relationship Management and Optimisation
12. Negotiate favorable terms; manage third-party contracts efficiently and IR35 compliant.

The ideal candidate will have extensive experience in financial control supporting mid-sized organizations (£10M+), managing contingent workers, and optimizing third-party relationships. Strong ITSM expertise with ITIL v4, ServiceNOW, or similar platforms, strategic thinking, leadership skills, data analytics, and stakeholder management are essential.

What you will get from joining RoS:

• A stimulating environment with a focus on learning and development.
• Location options in Edinburgh or Glasgow with hybrid working.
• 35-hour workweek and flexible working arrangements.
• Holiday allowance starting at 38 days, increasing over time.
• Family-friendly policies including full pay maternity leave after 1 year.
• Outstanding pension scheme with circa 29% employer contribution.
• Salary range: £46,677 - £54,957 plus an 8% DDaT supplement.