Location: East Midlands (hybrid working available)
Reporting to: Head of ICT Service Delivery
Direct reports: 2
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:
- Incident and major incident 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.)
- 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
Proud member of the Disability Confident employer scheme
IT Service Management Lead
Company: East Midlands Combined County Authority
Salary: £44,075 to £49,282 a year
Hours: Full-time
Location: Chesterfield, S40 1SA
Working pattern: Hybrid - 3 days remote
Job type: Permanent
Posting date: 9 Sept 2026
Closing date: 23 Sept 2026
Summary
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:
- Incident and major incident 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.)
- 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
Proud member of the Disability Confident employer scheme
About Disability Confident
Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.
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Contact Details:
East Midlands Combined County Authority Recruitment Team
