Service Management Lead

TN United Kingdom; Salford; On-site; GBP 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a dynamic Service Management Lead to enhance service excellence in a product-led environment. This role demands a strategic thinker with strong leadership skills, capable of driving service improvements through collaboration across teams. You will define service management frameworks, oversee incident resolution, and ensure compliance with regulatory requirements. Join this innovative firm to make a significant impact on service delivery and customer experience while working in a fast-paced, collaborative atmosphere. If you are passionate about service management and eager to lead change, this opportunity is perfect for you.

Qualifications

• Proven experience in service management leadership, preferably in a product-led environment.
• Strong understanding of ITIL principles and best practices in service management.

Responsibilities

• Define and implement service management frameworks aligned with business objectives.
• Lead cross-functional teams to achieve service excellence and improve performance.

Skills

Service Management Leadership

ITIL Principles

Matrix Management

Stakeholder Management

Problem-Solving

Service Management Tools

Agile Methodologies

Education

ITIL Certification

Project Management Experience

Tools

ServiceNow

Jira Service Management

Job description

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Location: Salford Job Type: Contract Industry: Business Transformation Job reference: BBBH399181_1741277940 Posted: about 7 hours ago

Job Title: Service Management Lead
Location: Manchester 3 days onsite per week
Job Type: 3-month contract
Rate: £750 to £850 depending on experience via umbrella company

Job Overview:

My client is seeking a dynamic and experienced Service Management Lead to drive service excellence within a product-led environment. This role requires a strategic thinker with strong leadership and matrix management capabilities who can collaborate across teams to deliver outstanding service outcomes. The ideal candidate will have a proven track record in service management, ensuring seamless operations, continuous improvement, and stakeholder alignment.

Key Responsibilities:

1. Service Strategy & Execution: Define and implement service management frameworks, ensuring alignment with business objectives and customer needs.
2. Product-Led Environment: Work closely with product teams to ensure service strategies support product lifecycle management and customer experience.
3. Leadership & Matrix Management: Lead cross-functional teams within a matrix organization, influencing and driving service improvements across departments.
4. Outcome Delivery: Establish key performance indicators (KPIs) and service level agreements (SLAs) to measure and improve service performance.
5. Stakeholder Engagement: Partner with internal and external stakeholders, ensuring service delivery meets business and customer expectations.
6. Incident & Problem Management: Oversee incident resolution processes, driving root cause analysis and continuous improvement initiatives.
7. Process Optimization: Identify and implement best practices in ITIL and service management to enhance efficiency and reduce risks.
8. Change Management: Lead and support change initiatives, ensuring minimal disruption to business operations while maximizing value delivery.
9. Risk & Compliance: Ensure service management processes adhere to regulatory and security requirements.

Required Skills & Experience:

1. Proven experience in service management leadership, preferably within a product-led environment.
2. Strong understanding of ITIL principles and best practices in service management.
3. Experience in matrix management, leading cross-functional teams to achieve service excellence.
4. Ability to deliver measurable outcomes, demonstrating impact on business operations and customer experience.
5. Excellent communication and stakeholder management skills, with the ability to influence and collaborate effectively.
6. Strong problem-solving and analytical abilities, with a proactive approach to continuous improvement.
7. Experience working with service management tools (e.g., ServiceNow, Jira Service Management, etc.).
8. Familiarity with Agile methodologies and DevOps principles is a plus.

Preferred Qualifications:

• ITIL certification (Foundation or higher) preferred.
• Project management experience (PMP, PRINCE2, or Agile certifications are a plus).