At a Glance
- Tasks: Lead IT service management practices and ensure high-quality ICT services.
- Company: Join a forward-thinking organisation dedicated to public service excellence.
- Benefits: Hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with a focus on continuous improvement and stakeholder engagement.
- Why this job: Shape the future of ICT services and make a real difference in your community.
- Qualifications: Experience in IT service management and strong knowledge of ITIL processes.
The predicted salary is between 50000 - 60000 € per year.
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
- 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.)
- 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
- Degree or equivalent professional experience
- ITIL 4 Managing Professional
- Microsoft or relevant technical certifications
IT Service Management Lead employer: EAST MIDLANDS COMBINED COUNTY AUTHORITY
At EMCCA, we pride ourselves on being an exceptional employer, offering a dynamic work environment in the East Midlands with hybrid working options. Our commitment to employee growth is evident through continuous professional development opportunities and a culture that values collaboration and innovation. Join us to make a meaningful impact in delivering high-quality public services while enjoying a supportive atmosphere that prioritises work-life balance and service excellence.
Contact Detail:
EAST MIDLANDS COMBINED COUNTY AUTHORITY Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Management Lead
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT service management field. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by practising common questions related to ITIL processes and service management. We recommend doing mock interviews with friends or using online platforms. The more you rehearse, the more confident you'll feel when it’s showtime!
✨Tip Number 3
Showcase your expertise! Create a portfolio that highlights your achievements in IT service management. Include examples of how you've improved processes or managed incidents effectively. This will give you an edge over other candidates.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you. Plus, it’s a great way to ensure your application gets noticed by the right people. Let’s get you that IT Service Management Lead role!
We think you need these skills to ace IT Service Management Lead
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the job description. Highlight your experience in IT service management and any relevant ITIL processes you've worked with. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about service excellence and how your background makes you the perfect fit for the IT Service Management Lead role. Keep it engaging and personal.
Showcase Your Achievements:Don’t just list your responsibilities; showcase your achievements! Use specific examples of how you've improved service delivery or managed major incidents. We love seeing quantifiable results that demonstrate your impact.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy!
How to prepare for a job interview at EAST MIDLANDS COMBINED COUNTY AUTHORITY
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge before the interview. Be ready to discuss how you've implemented ITIL processes in previous roles, especially around incident and change management. This will show that you’re not just familiar with the theory but have practical experience too.
✨Showcase Your Communication Skills
As an IT Service Management Lead, you'll need to communicate effectively with various stakeholders. Prepare examples of how you've successfully managed communications during major incidents or changes. Highlighting your ability to keep everyone informed will demonstrate your leadership capabilities.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that test your problem-solving skills. Think about past incidents you've managed and be ready to explain your approach to root cause analysis and resolution. This will help the interviewers see your thought process and how you handle pressure.
✨Understand the Organisation's Needs
Research EMCCA and understand their ICT service delivery goals. Tailor your responses to show how your experience aligns with their objectives. This will not only demonstrate your interest in the role but also your proactive approach to ensuring service excellence.
