ITSM Lead

Southwark Council; Greater London; Presencial; GBP 70 000 - 95 000; Tempo integral

Resumo da oferta

Southwark Council is seeking an experienced ITSM Manager to lead service management across the organisation, aligning the service desk, resolver teams and product owners around common standards. The role focuses on incident, major incident, problem and change enablement, with responsibility for the ITSM platform and observability capability.

The ideal candidate will have ITIL 4 Foundation or higher, extensive public-sector ITSM experience, strong leadership and stakeholder communication skills,

Qualificações

• Comprehensive knowledge of IT service management principles and ITIL (Foundation or higher)
• Significant ITSM experience in a large organisation, ideally public sector
• Experience designing and improving service management processes and administering an ITSM platform
• Experience chairing or leading change governance and coordinating major incidents
• Experience line-managing technical staff with clear communication for governance meetings
• Customer-focused with commitment to continuous improvement and risk assessment

Responsabilidades

• Prioritise incidents and changes by impact on residents and frontline services, and keep people informed when things go wrong
• Lead service management across the council, uniting the service desk, resolver teams and service owners around shared standards
• Collaborate with colleagues across council services to understand technology experience and act on it
• Design, document and maintain ITSM processes including incident, problem, change enablement, request fulfilment and service levels
• Own development, configuration and administration of the ITSM platform and workflows
• Own enterprise service monitoring and observability, defining dashboards, alerts and health reporting
• Chair the Change Advisory Board and oversee change impact and risk assessments
• Oversee major incident and problem management, directing root cause analysis and preventive actions
• Define and produce service performance reporting for leadership and drive continual service improvement
• Line-manage and develop the ITSM Engineer and build capability in platform development and service management

Conhecimentos

ITIL framework

Service management

Incident management

Change governance

Stakeholder communication

Leadership

Ferramentas

ITSM platform

Monitoring dashboards

Descrição da oferta de emprego

Why Southwark?

Please note:

External candidates: If you are interested in applying for this position, please apply via our recruitment partner, Allen Lane, using the microsite link below.

What You'll Be Doing

• Prioritise incidents, changes and improvements by their impact on residents and frontline services, and keep people informed when things go wrong.
• Lead service management across the council, bringing the service desk, resolver teams and service owners together around shared standards, and learning from incidents without looking for blame.
• Work with colleagues across council services to understand their experience of technology and act on what they tell you.
• Design, document and maintain the council's IT service management processes, including incident, major incident, problem, change enablement, request fulfilment, service level, knowledge and configuration management.
• Own the development, configuration and administration of the council's ITSM platform, directing the work of the ITSM Engineer and developing workflows, automation and self-service capability.
• Own the council's enterprise service monitoring and observability capability, defining monitoring standards, dashboards, alerting and service health reporting.
• Chair the Change Advisory Board, maintain the change enablement policy, and oversee the assessment of change impact and risk.
• Own the major incident and problem management processes, acting as major incident manager during major incidents and directing root cause analysis and preventive action.
• Define and produce service performance reporting for the IT Service Manager, Head of Operations and Digital and Resident Experience leadership and lead continual service improvement activity.
• Line manage and develop the ITSM Engineer, setting objectives and building capability in platform development and service management practice.

What We're Looking For

We're seeking a credible service management professional who brings:

• Comprehensive knowledge of IT service management principles and practice, including the ITIL framework (ITIL 4 Foundation or higher, or equivalent experience).
• Significant experience of IT service management in a large, complex organisation, ideally within local government or the public sector.
• Experience of designing, implementing and improving service management processes, and of developing and administering an ITSM platform.
• Experience of chairing or leading change governance, and of managing or coordinating major incidents and problem management activity.
• Experience of line managing or supervising technical staff, with clear and confident communication skills to lead governance meetings and coordinate incident response under pressure.
• A customer focus and a commitment to continuous improvement, with sound judgement in assessing change risk and impact.

To be considered for interview, you will be asked to submit your CV and a supporting statement (no more than two sides of A4) demonstrating how you meet the key criteria outlined in the attached Job Description and Person Specification.

Location

• Location: 160 Tooley Street, London SE1 2QH
• Type of contract: Permanent

Benefits and more information:

Recruitment Timeline

• Advert close date: 11:59pm on Thursday 15th October 2026
• Shortlisting date/s: week commencing 19th October 2026
• Interview date/s: week commencing 2nd November 2026

The closing date is given as a guide. We reserve the right to close this vacancy once a sufficient number of applications has been received. We strongly advise you to complete your application as soon as possible to avoid disappointment.

We are an organisation who is passionate about our people and understands that richness of diversity is a requirement to provide the best possible services to our communities. This is demonstrated through our council-wide ambitious commitment to tackle racial inequality in our communities and workforce