Lead - IT Service Management

Role overview

Practice implementation and improvement

• Lead design and rollout of incident, request, problem, knowledge, and service level practices with clear roles, escalation paths, and procedures.
• Translate maturity assessments and feedback into an improvement backlog; pilot changes, incorporate feedback, and establish ownership before scaling.
• Coordinate with Change and Release to connect lifecycle practices and avoid duplicated controls or disconnected handoffs.
• Translate process needs into platform requirements, workflows, catalogue items, and reporting; coordinate testing and confirm usability and fulfilment.
• Facilitate assigned major incidents, maintaining incident records, communications, and action ownership while technical teams restore service.
• Drive problem reviews, known-error records, and corrective actions using recurring demand and incident patterns.
• Develop reliable service performance reporting, investigate missed commitments, and help service owners agree improvements.

Adoption, data, and outcomes

• Improve knowledge quality, self-service journeys, and request automation; measure fulfilment, user effort, and adoption.
• Set proportionate service, asset, and configuration data requirements and work with owners to maintain accurate records.
• Coach colleagues, run working sessions, maintain guidance, and address process friction and inconsistent adoption.
• Coordinate contributors and suppliers; escalate priority conflicts and risks to the Senior Manager with recommendations.
• Within six months, establish owners, baselines, workflows, and an improvement plan; implement initial platform improvements with trained teams and evidenced adoption.
• Within twelve months, demonstrate consistent use, measurable service improvements, and practitioners able to sustain practices with guidance and coaching.

Required qualifications

• Substantial practical ITSM experience, including implementing or improving several practices across multiple teams.
• Evidence of moving processes from design into sustained daily use with measurable service quality, speed, or user experience improvements.
• Strong applied ITIL knowledge and judgment about appropriate governance for services and risks.
• Hands-on experience translating processes into an ITSM platform such as ServiceNow, Jira Service Management, or ManageEngine, including workflows, testing, and reporting.
• Ability to analyse service data, challenge its quality, and turn findings into priorities and accountable actions.
• Strong facilitation, stakeholder communication, and coaching skills; ability to lead through influence and follow through.

Preferred experience

• Software or digital product company experience and Agile delivery or engineering support workflow familiarity are a plus.
• Relevant ITIL practice qualifications or ITSM platform certification, supported by implementation experience, are a plus.
• Service catalogue design, configuration data, cross-functional workflows, or service automation experience is a plus.

About Inception42

What the employer offers

• The employer describes an inclusive culture, learning and development opportunities, high-tech projects, and competitive remuneration with benefits.