IT Service Management Lead
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• Following each service from end to end and making sure every delivery team plays its part
• Helping prepare and negotiate SLAs, and defining the KPIs and target levels that sit behind them
• Running the organisation-wide KPI catalogue and keeping it accurate
• Being the main contact for customers on anything to do with service levels
• Holding regular customer reviews together with demand management and service owners
• Turning KPI requirements into technical specifications so reporting can be automated
• Keeping service delivery managers, account managers and analysts aligned on one agreed picture What you would bring
• A degree in a scientific or engineering field, or 5 years of relevant experience instead
• Solid knowledge of service design, transition and operation, with hands-on experience in at least one
• Good grounding in project, programme or service management practice across the lifecycle
• Experience planning and allocating resources
• Clear communication in writing and in person, including briefing senior stakeholders
• Strong organisation and an analytical approach to problems
• An ITIL v3 or higher certificate is a plus Why this one is worth a look A role with real ownership: you set the measures that a large international IT organisation isjudged by, and you are the person customers turn to.
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