IT Service Management Lead Full Time

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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.

Click Here to Apply

Provisional Interview Date: Week commencing 18 May 2026