At a Glance
- Tasks: Lead ITSM platform delivery and drive operational excellence in a global environment.
- Company: Join Tech Mahindra, a leader in technology consulting and digital solutions.
- Benefits: Competitive salary, diverse workforce, and opportunities for professional growth.
- Other info: Dynamic work culture with a focus on wellbeing and team success.
- Why this job: Make a real impact by leading high-performing teams in innovative ITSM projects.
- Qualifications: Extensive ITSM experience, strong leadership skills, and expertise in BMC technologies.
The predicted salary is between 60000 - 80000 £ per year.
About Us: Tech Mahindra offers technology consulting and digital solutions to global enterprises across industries, enabling transformative scale at unparalleled speed. With 150,000+ professionals across 90+ countries helping 1100+ clients, TechM provides a full spectrum of services including consulting, information technology, enterprise applications, business process services, engineering services, network services, customer experience & design services, AI & analytics, and cloud & infrastructure services. It is the first Indian company in the world to have been awarded the Sustainable Markets Initiative’s Terra Carta Seal, in recognition of actively leading the charge to create a climate and nature-positive future.
Job Details:
Summary: This role is ideal for a seasoned IT leader who combines platform expertise, operational rigour, and people-first leadership to deliver reliable, scalable, and strategically aligned ITSM services within a complex, enterprise environment.
Role Overview: We are seeking an experienced Senior IT Platform Service Manager to lead the delivery, and operational excellence execution of IT Service Management (ITSM) platforms, enabling our client’s strategic vision, within a global IT services, consulting, and BPO organization. This role operates under a preferred partnership, supporting a major Fixed & Mobile Telecommunications provider in the UK.
The successful candidate will bring deep expertise in BMC ITSM technologies (Remedy, Helix, CMDB – both on-premise and SaaS environments), combined with strong leadership credentials and a proven ability to drive high-performing teams through complex operational and transformation environments.
This is a senior leadership role requiring a balance of strategic understanding, technical depth, operational control, and people leadership, with credibility built through real-world experience across both stable and challenging delivery conditions.
Key Responsibilities
- People Leadership & Culture
- Lead and develop high-performing DevOps and platform teams
- Provide matrix leadership across delivery, engineering, and support capabilities
- Drive strong people management practices, including:
- Wellbeing and engagement
- Performance management
- Skills development and training
- Workforce and capacity planning
- Foster a positive and accountable team culture, including:
- A “serious fun” environment with strong engagement
- Transparency and a “no surprises” ethos
- Recognition and promotion of team success
- Acting as a visible ambassador for the function
- Maintaining effective communication cadence and team forums
- Ensure the platform growth and evolution aligns to the client’s business objectives
- Own the end-to-end platform lifecycle roadmap, including upgrades, transformation, and optimization
- Provide delivery governance of the platform demand roadmap, ensuring prioritization aligns to client strategic outcomes
- Act as the platform authority, guiding long-term scalability, resilience, and innovation
- Lead the demand intake process for all platform-related enhancements and changes
- Ensure delivery achieves client strategic priorities and value outcomes
- Provide subject matter expertise (SME) into demand shaping, project discovery, solution design, and feasibility
- Partner with stakeholders to ensure clear prioritization, transparency, and delivery confidence
- Govern platform financial performance, ensuring adherence to budget
- Identify and drive cost optimization opportunities and efficiency savings
- Support client business case development and investment justification
- Provide input into service & lifecycle budgeting, forecasting, and financial reporting
- Ensure commercial awareness across licensing, hosting, and service delivery models
- Ensure robust ITIL-aligned governance and control frameworks are in place and executed
- Execute the delivery of audit and compliance evidence (e.g. SOx controls)
- Drive platform adherence to security policies, risk mitigation, and vulnerability management
- Lead platform risk posture and remediation activities
- Understand and ensure platform design & operations align to the clients legislative, operating licensing, industry standards, and commercial contractual obligations (e.g. GDPR, TSA, IL3, PSN, ISOs)
- Provide end-to-end oversight of platform delivery and operational service
- Act as the client escalation point for platform or service issues
- Drive continuous service improvement (CSI) initiatives across the platform
- Ensure effective Platform Service Availability, Capacity, and Performance Management
- Oversee Capacity Management (including license optimization and its commercial compliance)
- Embed operational excellence and resilience across DevOps and support models
- Manage vendor relationships, particularly with BMC and other client partners
- Ensure contractual obligations and service levels are achieved
- Build strong relationships with client stakeholders and senior leadership
- Communicate effectively across business and technical audiences, ensuring transparency and trust
Experience & Skills
Essential
- Extensive experience in ITSM platform management, ideally within large-scale enterprise environments
- Expertise in BMC Remedy, Helix, and CMDB (on-premise and SaaS)
- Proven track record of leading support and/or engineering teams delivering measurable outcomes
- Strong understanding of ITIL practices (Incident, Change, Problem, Configuration, etc.)
- Experience managing complex stakeholder landscapes and outsourced delivery models
- Demonstrated ability to operate in both stable and high-pressure transformation environments
- Strong financial and commercial acumen
Leadership Attributes
- Highly credible leader with strong technical grounding and real-world experience
- Builds trust through authenticity, integrity, and mutual respect
- Calm and effective under pressure, with pragmatic decision-making ability
- Strong communicator capable of influencing at all organizational levels
- Passionate about people development, collaboration, and team success
Desirable
- Experience in telecommunications or highly regulated industries
- Exposure to platform transformation, cloud migration, or SaaS adoption programmes
- Knowledge of DevOps and agile delivery methodologies
- Experience supporting SOx or similar regulatory frameworks
How To Apply: It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by-step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page, or you can also share your resume directly to the provided email address. We look forward to receiving your application!
Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, colour, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.
Senior Platform Service Manager – ITSM Technologies in England employer: Tech Mahindra
Tech Mahindra is an exceptional employer, offering a dynamic work culture that prioritises employee wellbeing and engagement while fostering a 'serious fun' environment. With a strong commitment to professional development and a focus on innovation, employees have ample opportunities for growth within a global IT services landscape, particularly in the vibrant UK telecommunications sector. Joining Tech Mahindra means being part of a forward-thinking organisation that values diversity and sustainability, making a meaningful impact in the technology space.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Platform Service Manager – ITSM Technologies in England
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Tech Mahindra values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
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Create a personal project or case study relevant to the challenges Tech Mahindra might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Tech Mahindra!
✨Direct Apply to Tech Mahindra
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We think you need these skills to ace Senior Platform Service Manager – ITSM Technologies in England
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Tech Mahindra.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Tech Mahindra. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Tech Mahindra
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
