ITSM Support Manager - London, UK

Infosys; Greater London; On-site; GBP 90,000 - 110,000; Full time

Benefits offered by this job

Bonus

Competitive compensation

Job summary

Infosys is seeking a Lead Consultant in ITSM for the United Kingdom. You will anchor engagements from business process consulting to solution design, development and deployment, guiding architecture reviews and delivering value-adding ITSM solutions for global clients.

You bring strong Major Incident, Problem and Change Management experience, ITIL v4 expertise, and excellent stakeholder management to enable effective CABs and governance in high-pressure environments.

Qualifications

• Must have strong incident management experience and ITIL v4 knowledge.
• Experience in Problem and Change Management with CAB handling.
• Proven ability to engage senior stakeholders and lead service delivery.
• Knowledge of ITSM governance, SIAM and software asset management is a plus.

Responsibilities

• Anchor engagement effort from business process consulting to solution deployment.
• Guide architecture and design reviews and lead project processes.
• Drive client training, capability building and pursuit initiatives.
• Define value-adding ITSM solutions meeting evolving client needs.

Skills

Major Incident Manager

Change Management

Problem Management

CAB facilitation

ITIL v4

Stakeholder Management

Tools

ServiceNow

Remedy

JIRA Service Management

Job description

Role - Lead Consultant

Technology – ITSM

Location – United Kingdom

Compensation – Competitive (including bonus)

Job Description

Today, the corporate landscape is dynamic and the world ahead is full of possibilities! None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment where ideas can flourish and where you are empowered to move forward as far as your ideas will take you.

At Infosys, we assure that your career will never stand still, we will inspire you to build what’s next and we will navigate further together. Our journey of learnability, values and trusted relationships with our clients continue to be the cornerstones of our organization and these values are upheld only because of our people.

Your role

In the role of a Lead Consultant, you will anchor the engagement effort for assignments, all the way from business process consulting and problem definition to solution design, development and deployment. You will be pivotal to problem definition and discovery of the overall solution and guide teams on project processes, deliverables. As a thought leader in your domain, you will be the key advisor to architecture and design reviews. You will anchor business pursuit initiatives, client training, in-house capability building. You will have the opportunity to shape value-adding consulting solutions that enable our clients to meet the changing needs of the global landscape.

Required

ITSM Support Manager – MIM, Change Management, Problem Management

• Strong experience as a Major Incident Manager (mandatory).
• Hands-on experience in Problem Management and Change Management.
• Proven ability to handle CAB meetings and engage with senior stakeholders.
• Deep understanding of ITIL® v4 best practices.
• Experience in Service Delivery, IT Governance, and SIAM.
• Excellent communication, facilitation, and collaboration skills.
• Ability to work in high-pressure, time-sensitive environments.
• Knowledge of ITSM tools (ServiceNow, Remedy, JIRA Service Management, etc.).
• Experience with Software License & Asset Management is an advantage.
• IT Service Management & IT Governance
• ITIL® v4 based ITSM Process Consultancy
• Service Delivery
• Service Integration and Management
• Stakeholder Relationship Management
• Continual Improvement Management
• Software License\\Asset Management
• Major Incident manager experience
• Change manager experience handling CAB

Preferred

• ITSM Certified

Personal

Besides the professional qualifications of the candidates, we place great importance in addition to various forms personality profile. These include:

• High analytical skills
• A high degree of initiative and flexibility
• High customer orientation
• High quality awareness
• Excellent verbal and written communication skills

About Infosys

Infosys is a global leader in next-generation digital services and consulting. We enable clients in 59 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer clients, in 59 countries, as they navigate their digital transformation powered by cloud and AI. We enable them with an AI-first core, empower the business with agile digital at scale and drive continuous improvement with always-on learning through the transfer of digital skills, expertise, and ideas from our innovation ecosystem. We are deeply committed to being a well-governed, environmentally sustainable organization where diverse talent thrives in an inclusive workplace.

All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer