Senior IT Operations Lead – ServiceNow & ITIL Expert

OneAdvanced Limited; Birmingham; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

26 days’ holiday + bank holidays (plus

1 paid volunteering day every year

Private medical insurance for everyone

Pension with 5% matched contributions

Life assurance 4x salary

Employee Assistance Programme

Job summary

OneAdvanced Limited is hiring for an Operational Technical Lead within our Technical Operations team in Birmingham. You will own client estates, ensure CMDB accuracy, and drive service continuity through ITIL-aligned processes and ServiceNow.

Lead cross-functional resolution efforts, participate in CAB, and provide governance on security findings. Strong AD/Azure, VMware, and scripting skills are essential in a fast-paced, shared-services environment.

Qualifications

• Exceptional communication skills—verbal and written.
• Proactive, disciplined mindset with focus on high-quality outcomes.
• Strong expertise in Active Directory and Azure environments.
• Experience with virtualization technologies (VMware vSphere/ESX).
• Solid understanding of networking principles and security best practices.
• ITIL processes including Incident, Problem, Change, and CMDB.
• Advanced analytical skills across multiple data sources.
• Proficiency with automation/scripting (PowerShell).

Responsibilities

• Act as the named operational technical lead for a group of customers.
• Support ServiceNow CMDB data quality and CSDM alignment.
• Engage with pre-sales and account management on CIs and risks.
• Coordinate with delivery teams to reflect customer context in resolutions.
• Lead Change process input and CAB representations.
• Participate in 24x7 on-call rota for high-priority incidents.
• Contribute to RCAs and Major Incident practices with operational insight.
• Govern security/test findings and define remediation steps.
• Represent customer service reviews and own follow-up actions.
• Advise on operational documentation to support estates.

Skills

Communication skills

Proactive mindset

AD & Azure

VMware vSphere

Networking & security

ITIL processes

Analytical skills

PowerShell

Tools

PowerShell

VMware vSphere

ESX

Job description

OneAdvanced Limited is hiring for an Operational Technical Lead within our Technical Operations team in Birmingham. You will own client estates, ensure CMDB accuracy, and drive service continuity through ITIL-aligned processes and ServiceNow.

Lead cross-functional resolution efforts, participate in CAB, and provide governance on security findings. Strong AD/Azure, VMware, and scripting skills are essential in a fast-paced, shared-services environment.