SCON - IT Service Management - London, UK

The IT Service Management (ITSM) Lead is responsible for the oversight and management of various IT Service Management processes to ensure the efficient and effective delivery of IT services. This role involves designing, implementing, and improving ITSM processes such as Incident Management, Major Incident Management, Problem Management, Service Request Management, Service Level Management, Release Management, Change Management, Software Asset Management, IT Service Continuity, IT Configuration Management, Service Transition, and Event Management. The ITSM Lead works closely with cross-functional teams to ensure alignment of IT services with business needs, continuous service improvement, and adherence to ITIL (Information Technology Infrastructure Library) best practices., 1. Incident Management:

• Manage the end-to-end incident lifecycle, ensuring timely resolution and root cause analysis.

• Oversee the coordination of incident response teams during major incidents, ensuring minimal disruption to business operations.

• Develop and implement strategies to reduce incident frequency and improve resolution times.

1. Major Incident Management:

• Lead the resolution of major incidents by coordinating with internal and external stakeholders.

• Act as the main point of contact during major incidents, ensuring effective communication and updates to stakeholders.

• Conduct post-incident reviews to identify areas of improvement and prevent recurrence.

1. Problem Management:

• Manage and prioritize problem investigations to identify root causes of recurring incidents.

• Work with technical teams to implement permanent solutions to reduce incident volume.

• Monitor and analyze trends in incidents and problems, reporting findings to leadership.

1. Service Request Management:

• Oversee the request fulfillment process to ensure prompt and efficient handling of service requests.

• Implement automated workflows where possible to enhance the efficiency of request fulfillment.

• Monitor service request trends to identify opportunities for process improvement.

1. Service Level Management:

• Define, negotiate, and monitor service level agreements (SLAs) with internal and external stakeholders.

• Ensure compliance with SLAs and track performance metrics for reporting.

• Work with service teams to develop improvement plans for underperforming services.

1. Change Management:

• Lead the Change Advisory Board (CAB) to assess and approve changes in the IT environment.

• Implement controls to ensure that changes are planned, tested, and deployed with minimal impact on service continuity.

• Maintain change records and analyze trends to identify areas for process optimization.

1. Release Management:

• Manage the planning, testing, and deployment of software releases, ensuring minimal disruption to services.

• Coordinate with development and operations teams to maintain a well-defined release schedule.

• Ensure all releases adhere to quality standards and are properly documented.

1. Software Asset Management:

• Maintain an accurate inventory of software assets, tracking licenses and ensuring compliance.

• Implement policies for software procurement, usage, and disposal in line with organizational and regulatory requirements.

• Regularly audit software usage to prevent over-licensing or under-utilization.

1. IT Service Continuity Management (ITSCM):

• Develop and maintain IT service continuity plans to ensure service restoration in case of disaster.

• Work with business continuity teams to align ITSCM plans with overall business continuity strategies.

• Conduct regular tests and updates to ITSCM plans, identifying gaps and improving resilience.

1. Configuration Management:

• Maintain an accurate Configuration Management Database (CMDB) to track IT assets and their relationships.

• Ensure that changes to configuration items (CIs) are documented and updated in the CMDB.

• Work with IT teams to enforce configuration management policies and standards.

1. Service Transition:

• Oversee the transition of new or updated services from development to production.

• Ensure that service transition activities are properly planned, tested, and documented.

• Collaborate with development and operations teams to ensure a seamless handover and minimal disruption to users.

1. Event Management:

• Implement and manage monitoring tools to track system and service events proactively.

• Analyze event data to detect issues before they escalate into incidents.

• Work with technical teams to automate responses to recurring events, reducing manual intervention.

• Bachelor’s degree in Information Technology, Computer Science, or a related field.

• ITIL v3 or ITIL 4 Foundation certification required; advanced ITIL certifications are a plus.

• 7+ years of experience in IT Service Management roles, with experience managing multiple ITSM processes.

• Strong understanding of ITIL frameworks and best practices.

• Hands-on experience with ITSM tools such as ServiceNow, BMC Remedy, or similar platforms.

• Proven ability to lead cross-functional teams, handle high-pressure situations, and communicate effectively with technical and non-technical stakeholders.

Key Skills:

• Process Management: Ability to develop, document, and improve ITSM processes.

• Analytical Skills: Proficient in analyzing metrics, trends, and root causes to drive data-informed decisions.

• Problem-Solving: Capable of diagnosing issues, formulating solutions, and ensuring lasting resolutions.

• Project Management: Experience managing projects, including planning, tracking, and reporting.

• Communication: Excellent communication skills for interfacing with business stakeholders and technical teams., * Strong organizational skills and attention to detail.

• Ability to work collaboratively and adapt to changing priorities.

• Proactive mindset with a focus on continuous improvement and customer satisfaction.

• Knowledge of cloud computing, DevOps, and agile methodologies is advantageous.

This role requires a combination of technical expertise, process-driven focus, and strong leadership skills to drive effective service delivery and continuous improvement in line with business needs.