We are unable to offer visa sponsorship for this role. Applicants must have the right to work in the UK at the time of application.
IT Service
Management Lead
Grade: F16
Salary: £44,075 – £49,282
Directorate: Resources
Location: East Midlands (hybrid working available)
Reporting to: Head of ICT Service Delivery
Direct reports: 2
Drive excellence in IT service delivery
We are seeking an experienced and proactive IT Service
Management Lead to shape and lead IT service management practices across EMCCA.
This is a key role in ensuring our ICT services are
reliable, efficient and aligned to organisational needs—supporting the delivery
of high-quality public services across the region.
About the role
As IT Service Management Lead, you will take ownership of
ITIL-aligned processes across the organisation, driving consistency,
performance and continual improvement.
You will play a central role in managing critical IT
operations—from major incidents to service requests—ensuring robust governance,
strong stakeholder communication, and high service standards.
Working closely with internal teams and external partners,
including managed service providers and security operations, you will ensure
services are delivered effectively, compliantly, and with a strong focus on
user experience.
Key responsibilities
- Lead
the design, implementation and continuous improvement of ITIL service
management processes, including:
· Change
enablement
· Incident
and major incident management
· Problem
management
· Service
request fulfilment
· Knowledge
management
· Chair
and coordinate Change Advisory Board (CAB) meetings and manage the change
lifecycle
· Lead
major incident response, coordinating stakeholders and ensuring timely
resolution and communication
· Drive
problem management and root cause analysis, reducing repeat incidents
· Develop
and maintain the service catalogue, SLAs and request workflows
· Produce
and present performance dashboards and service reports (SLA, MTTR, backlog,
etc.)
· Lead
continual service improvement (CSI) initiatives
· Manage
integration with managed service providers (MSP) and security operations (SOC)
· Support
the configuration and optimisation of ITSM tools and automation
· Ensure
compliance with audit and security requirements (e.g. Cyber Essentials Plus)
· Maintain
clear documentation, knowledge bases and audit trails
About you
· We’re
looking for someone with strong technical knowledge and a passion for service
excellence.
· You
will have:
· Significant
experience in IT service management within a complex ICT environment
· Strong
practical knowledge of ITIL processes across change, incident, problem and
service management
· Proven
experience managing major incidents, including communications and root cause
analysis
· Experience
developing service catalogues, SLAs and ITSM workflows
· Strong
understanding of compliance, governance and best practice
· Excellent
communication skills and the ability to build relationships with stakeholders
at all levels
Qualifications:
· ITIL 4
Foundation (essential)
· Degree
or equivalent professional experience
Desirable:
· ITIL 4
Managing Professional
· Microsoft
or relevant technical certifications
Our values
We are a values-led organisation, guided by:
· Lifting
our region – delivering outcomes that benefit people and places
· Working
together – building strong, collaborative partnerships
· Making
an impact – driving meaningful improvements
· Being
human – valuing diversity and authentic engagement
Why join us?
· Play a
key role in shaping modern, high-performing IT services
· Work
in a collaborative and forward-thinking environment
· Influence
how digital services support regional transformation
· Access
opportunities for professional development and growth
· Enjoy
a flexible and supportive working culture
Apply now
If you’re passionate about IT service excellence and want
to make a real impact in a purpose-driven organisation, we’d love to hear from
you.
Advert Closing Date: 23/09/2026
Interview Date: 06/10/2026