ITSM Lead: Service Management & Incident Excellence

Southwark Council; Greater London; On-site; GBP 70,000 - 95,000; Full time

Job summary

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,

Qualifications

• 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

Responsibilities

• 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

Skills

ITIL framework

Service management

Incident management

Change governance

Stakeholder communication

Leadership

Tools

ITSM platform

Monitoring dashboards

Job description

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,