Service Operations Lead - ITIL & SC Clearance

ARM International; Reading; Presencial; GBP 80 000 - 110 000; Tempo integral

Resumo da oferta

ARM International is seeking an experienced Service Operations Manager to own day-to-day service management across a complex, multi-supplier IT environment in Reading, UK. You will drive governance, performance and continuous improvement across Service Desk, End User Compute and suppliers.

Responsibilities include leading incident response, coordinating regional teams, monitoring SLAs and risks, and shaping platform priorities with ServiceNow providers.

Qualificações

• Proven experience in managing service operations within large-scale or multi-supplier environments.
• Strong ITIL 4 knowledge and IT service management practices.
• Experience with Service Desk and End User Compute services.
• Experience with ServiceNow governance or product ownership.
• Experience managing escalations and major incidents.

Responsabilidades

• Lead daily and weekly operational governance across IT service management activities.
• Coordinate Service Desk, End User Compute, regional teams and third-party suppliers to ensure effective end-to-end service delivery.
• Monitor service health, SLA performance, operational risks and recurring issues, taking proactive action where required.
• Provide leadership and coordination during major incidents and critical service events.
• Manage the operational relationship with ServiceNow managed service providers and influence platform priorities and improvements.
• Drive improvements across automation, self-service, reporting and operational efficiency.
• Support service introduction, operational readiness, early life support and service acceptance activities.
• Maintain strong governance, audit readiness and accurate service management records.
• Identify opportunities for continual improvement across the wider service operation.

Conhecimentos

ITIL 4

ServiceNow governance

Stakeholder management

Multi-supplier environment

Security-regulated environment

Ferramentas

ServiceNow

CMDB

Descrição da oferta de emprego

ARM International is seeking an experienced Service Operations Manager to own day-to-day service management across a complex, multi-supplier IT environment in Reading, UK. You will drive governance, performance and continuous improvement across Service Desk, End User Compute and suppliers.

Responsibilities include leading incident response, coordinating regional teams, monitoring SLAs and risks, and shaping platform priorities with ServiceNow providers.