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- Tasks: Lead IT Service Management processes and improve service delivery for a Not-for-Profit Company.
- Company: Join a significant implementation project in a mission-driven organisation focused on social impact.
- Benefits: Competitive pay, flexible working with 2 days in Central London, and potential for contract extension.
- Why this job: Be a key player in enhancing service quality and user experience while collaborating with diverse teams.
- Qualifications: ITIL certification and proven experience in IT Service Management required; strong leadership skills essential.
- Other info: Opportunity to work with global teams and make a real difference in service delivery.
The predicted salary is between 42000 - 66000 £ per year.
We are seeking an experienced Service Management Lead to join a huge implementation project in a Not-for-Profit Company. This role is critical in acting as the SME in Service Delivery where you will focus on the breadth and implementation of ITSM processes.
Your Role: As an ITSM Consultant, you will focus on the strategic direction, governance, and implementation of IT Service Management (ITSM) processes, with a focus on ITIL Problem, Incident, Change and Service Request Processes.
Your Responsibilities:
- Act as the primary liaison between the external stakeholders/suppliers and IT Service Delivery, representing IT to the business and advocating for business/end-user needs within IT Service Delivery.
- Manage business expectations and report on service performance, ensuring alignment with agreed SLA’s, OLA’s, and XLA’s.
- Lead initiatives supporting the IT Service Delivery roadmap and global standardization goals.
- Collaborate with IT teams, business stakeholders, and end-users to identify areas for service improvement.
- Serve as a change advocate, supporting organizational change management and user adoption efforts.
- Act as the main point of contact for business escalations.
Key Qualifications:
- ITIL certification.
- SIAM Solution Experience.
- Proven background in IT Service Management with a strong focus on service delivery.
- Passionate about enhancing service quality and delivering an exceptional end-user experience.
- Strong leadership and people management skills.
- Excellent relationship management and communication abilities (written and verbal), with experience engaging at all levels, from front-line users to executives.
- Experience collaborating with third parties and managing outsourced service providers.
- Strong understanding of how business and IT changes impact operations.
- Flexible, with a willingness to work outside of regular business hours to support global teams.
If this is a role you are interested in, please apply below.
Service Management Lead employer: La Fosse
Contact Detail:
La Fosse Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Management Lead
✨Tip Number 1
Network with professionals in the IT Service Management field, especially those who have experience with ITIL and SIAM. Attend industry events or webinars to connect with potential colleagues and learn about their experiences.
✨Tip Number 2
Familiarise yourself with the specific ITSM processes mentioned in the job description, such as Incident, Change, and Problem Management. Being able to discuss these processes confidently during an interview will demonstrate your expertise.
✨Tip Number 3
Prepare examples from your past experiences where you successfully managed service delivery or led initiatives that improved service quality. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Tip Number 4
Research the Not-for-Profit sector and understand its unique challenges and opportunities in IT service management. This knowledge will help you tailor your discussions and show your genuine interest in the role.
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 IT Service Management, particularly focusing on ITIL processes. Use specific examples that demonstrate your leadership skills and ability to manage service delivery effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing service quality and delivering exceptional end-user experiences. Mention your ITIL certification and any relevant SIAM solution experience to showcase your qualifications.
Highlight Relevant Experience: When detailing your work history, emphasise your roles that involved liaising with stakeholders, managing expectations, and leading service improvement initiatives. Use metrics where possible to quantify your achievements.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial for a Service Management Lead role.
How to prepare for a job interview at La Fosse
✨Showcase Your ITIL Knowledge
Make sure to highlight your ITIL certification and any relevant experience you have with ITSM processes. Be prepared to discuss specific examples of how you've implemented ITIL practices in previous roles.
✨Demonstrate Stakeholder Engagement Skills
Since the role involves liaising between external stakeholders and IT, be ready to share experiences where you've successfully managed expectations and communicated effectively with various parties. Use concrete examples to illustrate your relationship management skills.
✨Emphasise Change Management Experience
As a change advocate, it's crucial to show your understanding of organisational change management. Discuss any initiatives you've led or participated in that supported user adoption and service improvement, highlighting the impact of these changes.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and decision-making skills. Think about past challenges you've faced in service delivery and how you overcame them, as this will demonstrate your capability to handle similar situations in the new role.
