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- Tasks: Lead the transition of support services from outsourced to in-house, ensuring minimal disruption.
- Company: Join a leading organisation undergoing a major transformation in its service management.
- Benefits: Enjoy hybrid working, gain valuable experience, and contribute to a high-profile project.
- Why this job: Be part of a pivotal IT transformation and enhance your leadership skills in a dynamic environment.
- Qualifications: ITIL v4 Foundation required; proven experience in service transitions and risk management essential.
- Other info: This is a 6-month contract with potential for significant impact on the organisation's future.
The predicted salary is between 43200 - 72000 £ per year.
A leading organisation is undergoing a major transformation, moving its Service Desk and Support function from an outsourced consultancy model to an in-house support structure. To ensure a smooth transition, they are seeking an experienced Service Management Lead to provide critical oversight during this period of change. This is a high-profile project, with key milestones leading up to October, requiring strong leadership to maintain service stability and mitigate risk throughout the transition.
The successful candidate must have proven experience in leading the transition of a support function from an outsourced model to an in-house team within a large organisation, overseeing the project from initiation to completion.
Role & Responsibilities:- Lead the Risk Mitigation Plan and Operational Stability workstreams to ensure a seamless transition.
- Oversee the service migration process, ensuring minimal disruption as the organisation shifts to an in-house support model.
- Drive the resolution of approximately 200 critical risk issues, enhancing operational reliability.
- Manage BAU Service Management processes, including Incident & Change Management, ensuring ongoing service excellence.
- Provide strategic guidance and hands-on support to the Service Management team as they establish the new in-house function.
- Engage with key stakeholders across the business to manage expectations and deliver a smooth transition.
- Occasional travel may be required.
ITIL v4 Foundation qualification is required. Proven experience in Service Management, particularly in leading service transitions from outsourced to in-house models. Strong expertise in risk mitigation, operational stability, and stakeholder management. Experience working with estates with 50,000+ users. Experience working with MSPs and implementing service improvement plans. Ability to operate in a fast-paced, high-stakes environment while ensuring critical service risks are effectively managed. Experience delivering large-scale IT service transformations within tight deadlines.
Location: Hybrid
Duration: 6 months (ASAP start)
IR35 Status: Inside
This is a unique opportunity to play a pivotal role in a major IT transformation project. If you have a track record of successfully leading service transitions, apply now and make an impact!
Service Management Lead employer: Intec Select
Contact Detail:
Intec Select Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Management Lead
✨Tip Number 1
Familiarise yourself with the specific challenges of transitioning from an outsourced to an in-house service model. Research case studies or examples of similar transformations to understand common pitfalls and successful strategies.
✨Tip Number 2
Network with professionals who have experience in service management transitions. Attend industry events or join relevant online forums to connect with others who can share insights and advice on managing stakeholder expectations during such changes.
✨Tip Number 3
Brush up on your ITIL v4 knowledge, especially around risk mitigation and operational stability. Consider engaging in discussions or workshops that focus on these areas to demonstrate your commitment and expertise during interviews.
✨Tip Number 4
Prepare to discuss your previous experiences in detail, particularly any large-scale IT service transformations you've led. Be ready to highlight how you managed critical risks and ensured service excellence throughout the transition process.
We think you need these skills to ace Service Management Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in leading service transitions, particularly from outsourced to in-house models. Use specific examples that demonstrate your expertise in risk mitigation and operational stability.
Craft a Compelling Cover Letter: In your cover letter, emphasise your leadership skills and your ability to manage stakeholder expectations during significant transitions. Mention any relevant qualifications, such as your ITIL v4 Foundation certification, and how they relate to the role.
Showcase Relevant Experience: When detailing your work history, focus on projects where you have successfully overseen service migrations or managed large-scale IT transformations. Quantify your achievements where possible, such as the number of critical risk issues resolved.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a Service Management Lead.
How to prepare for a job interview at Intec Select
✨Showcase Your Transition Experience
Be prepared to discuss your previous experiences in leading service transitions, especially from outsourced to in-house models. Highlight specific challenges you faced and how you overcame them, as this will demonstrate your capability to handle the responsibilities of the role.
✨Emphasise Risk Mitigation Strategies
Since the role involves managing critical risk issues, be ready to talk about your approach to risk mitigation. Share examples of how you've successfully identified and resolved risks in past projects, particularly in high-stakes environments.
✨Engage with Stakeholder Management
Stakeholder engagement is key in this role. Prepare to discuss how you've effectively communicated with various stakeholders in previous positions. Provide examples of how you managed expectations and ensured alignment during transitions.
✨Demonstrate ITIL Knowledge
As an ITIL v4 Foundation qualification is required, make sure to brush up on your ITIL knowledge. Be ready to explain how you've applied ITIL principles in your previous roles, particularly in Incident and Change Management processes.
