IT Service Management Lead — Continuous Improvement & Governance

Element Six; Southmoor; On-site; GBP 65,000 - 95,000; Full time

Job summary

Element Six is hiring for an IM Service Manager to improve the effectiveness, maturity and governance of IT services. The role acts as the operational bridge between service strategy and service execution, ensuring processes, standards and governance frameworks are defined and embedded across global IT services.

Working with service providers, technical teams and business stakeholders, this role drives operational consistency, service performance, process compliance and delivery of continual

Qualifications

• ITIL 4 Foundation or higher.
• Experience managing IT service management processes and continuous improvement.
• Experience working with outsourced or multi-sourced service providers.
• Strong governance, facilitation and action-management capability.
• Strong analytical skills, with the ability to turn service data into clear priorities.
• Confident stakeholder communication and constructive challenge.
• Ability to manage competing operational and improvement priorities.

Responsibilities

• Turn service strategy into action by embedding practical, consistent and well-governed ways of working across global IT services.
• Lead continual service improvement, identifying inefficiencies, recurring issues and opportunities to simplify, standardise or automate.
• Own key IT service management processes, with particular responsibility for problem management, root cause analysis and reducing repeat incidents.
• Drive operational governance, using service data to highlight performance, risk, control gaps and the actions needed to improve.
• Hold service providers to account, monitoring delivery and ensuring commitments are followed through.
• Improve service quality and user experience by addressing failure demand, strengthening operational controls and tracking measurable outcomes.
• Support the successful transition of new and changed services, ensuring ownership, support arrangements, knowledge and controls are in place.
• Strengthen asset and lifecycle governance, improving the accuracy, compliance and reliability of hardware, software and configuration information.
• Build strong stakeholder relationships by translating operational issues into clear business impact, priorities and decisions.
• Champion a culture of ownership and improvement, coaching teams and partners to adopt effective service management practices.

Skills

ITIL/ITSM knowledge

Governance

Vendor management

Analytical skills

Stakeholder communication

Prioritisation

Problem management & RCA

Education

Lean Six Sigma or equivalent

Tools

ServiceNow

Job description

Element Six is hiring for an IM Service Manager to improve the effectiveness, maturity and governance of IT services. The role acts as the operational bridge between service strategy and service execution, ensuring processes, standards and governance frameworks are defined and embedded across global IT services.

Working with service providers, technical teams and business stakeholders, this role drives operational consistency, service performance, process compliance and delivery of continual