Senior ITSM & Service Operations Lead

V.Group; Glasgow; Hybrid; GBP 70,000 - 100,000; Full time

Job summary

V.Group seeks an experienced Service Management professional to mature IT service practices across Service Operations and the wider IT community. You will embed sustainable processes, coach leaders, and drive continual improvement using dashboards and performance data.

Experience with Freshservice is preferred, with ServiceNow or HaloITSM as valuable alternatives. The role emphasizes incident, problem, knowledge, and change governance in a global environment.

Qualifications

• Significant hands-on experience developing and maturing practices within an enterprise ITSM platform.
• Freshservice experience is strongly preferred, with ServiceNow or other large ITSM platform experience also highly relevant.
• Expert practical experience with ITIL-aligned service management practices.
• Proven experience developing and optimising service management practices within an ITSM platform.
• Strong analytical and stakeholder management skills.

Responsibilities

• Develop and mature key service management practices across Service Operations.
• Embed consistent, practical and sustainable ways of working with operational leaders.
• Identify service management gaps and coordinate improvement activity.
• Provide service management expertise and coaching to Service Desk and Operations leadership.
• Promote service ownership, accountability and continual improvement.
• Develop dashboards and reporting to demonstrate progress and identify improvements.

Skills

ITIL

Service Operations

Incident Management

Major Incident

Problem Management

Knowledge Management

Dashboards

Automation & AI

Freshservice

ServiceNow

HaloITSM

Power BI

Tableau

Tools

Freshservice

ServiceNow

HaloITSM

Power BI

Tableau

Job description

V.Group seeks an experienced Service Management professional to mature IT service practices across Service Operations and the wider IT community. You will embed sustainable processes, coach leaders, and drive continual improvement using dashboards and performance data.

Experience with Freshservice is preferred, with ServiceNow or HaloITSM as valuable alternatives. The role emphasizes incident, problem, knowledge, and change governance in a global environment.