IT Service Management Lead: Strategy & Automation

Glanbia; Kilkenny; Hybrid; EUR 90,000 - 110,000; Full time

Job summary

Glanbia in Kilkenny is seeking a Service Management Lead to drive end-to-end governance and performance of ITSM and Service Desk, aligning with IT and business priorities.

You will lead a small team, manage partner services, oversee SLAs/OLAs, and collaborate on Change, Problem, Major Incident, and Knowledge management to raise service quality and resilience across the organisation. This hybrid role supports a flexible work approach in Kilkenny.

Qualifications

• Bachelor’s or Master’s degree in a relevant field (e.g., Computer Science, IT, Engineering).
• Industry certifications desirable (ITIL 4, CompTIA, KCS).
• 4+ years in IT Service Management, Service Desk, or Service Operations.
• Proven ITSM process improvements, standardisation and automation experience.
• Strong knowledge of ITSM tools and ITIL frameworks; AI‑driven ITSM familiarity.
• Strong stakeholder engagement and cross‑functional collaboration.
• Defines and maintains overall ITSM strategy and tooling alignment.
• Leads the Service Desk team and provides coaching and technical support.
• Monitors partner performance against SLAs/OLAs and reports findings.
• Ensures incident/problem/change management processes are effective.

Responsibilities

• Defines and maintains the strategy for Service management and Service desk processes.
• Manages a small team to drive ITSM tooling and automation with partners.
• Oversees partner services delivering service desk and ITSM processes.
• Monitors, reports on, and escalates delivery issues with the Strategic Partnerships team.
• Oversees SLAs and OLAs to ensure performance standards are met.
• Collaborates to define and improve Change, Problem, Major Incident, and Knowledge management.
• Establishes knowledge management to improve first-call resolution and self-service.
• Acts as a senior advisor to IT and the Business on ITSM delivery.
• Collaborates to ensure tickets are implemented per SLA/KPI.

Skills

Stakeholder engagement

Team leadership

Coaching and mentoring

Communication skills

Problem solving

Education

Bachelor’s or Master’s degree in a relevant field

Tools

ServiceNow

Jira Service Management

BMC Helix ITSM

Job description

Glanbia in Kilkenny is seeking a Service Management Lead to drive end-to-end governance and performance of ITSM and Service Desk, aligning with IT and business priorities.

You will lead a small team, manage partner services, oversee SLAs/OLAs, and collaborate on Change, Problem, Major Incident, and Knowledge management to raise service quality and resilience across the organisation. This hybrid role supports a flexible work approach in Kilkenny.