IT Service Operations Lead - Service Now experience

Lorien; Maidenhead; On-site; GBP 60,000 - 80,000; Full time

Job summary

An established industry player is seeking an IT Service Operations Lead to enhance service delivery and support performance. This role involves hands-on experience with ITIL processes, leading service operations, and implementing effective KPIs to track progress. The ideal candidate will develop templates and processes to foster ongoing learning within the team while ensuring that all support requests are addressed efficiently. This contract position offers a dynamic environment where your expertise can significantly impact operational excellence. If you're ready to take on a leadership role in a hybrid working setup, this opportunity could be the perfect fit for you.

Qualifications

• Experience in leading service operations with ITIL processes.
• Ability to improve support performance through KPIs.

Responsibilities

• Identify opportunities to improve service delivery.
• Ensure support requests are handled according to standards.
• Draft and maintain procedures for application support.

Skills

ITIL process implementation

Service Management

KPI and metrics tracking

SWOT analysis

Tools

application management software

Job description

IT Service Operations Lead - Service Now experience

Job Type: Contract/Temporary

Location: Hybrid working (3-4 days onsite in Maidenhead)

Job Ref: BBBH152989_1744105437

Date Added: April 8th, 2025

Consultant: Louis Poynter

Rate: £500 per day Inside IR35

Duration: 3 - 6 Months

Overview: My client, a top Global company, is currently looking to recruit an IT Operations Lead to join their team on a contract basis. Please note if successful, you will need to set up via an Umbrella Company/PAYE. This individual can work independently and lead the service operations with ITIL process implementation. They should be able to help our client improve support performance and track progress by quantifying with the right set of KPIs and metrics.

Duties:

• Service Management - Hands-on experience identifying opportunities to improve service delivery.
• Potentially develops templates/processes for the team to adhere to, accelerating ongoing learning and shifts within the team.
• Ensures all requests for support are dealt with according to set standards and procedures.
• Drafts and maintains procedures and documentation for applications support.
• Uses application management software and tools to collect agreed performance statistics.
• Performs a SWOT analysis on current operations per capability and puts achievable recommendations forward, potentially leading to execution.

Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.