Service Management Lead
Department
Managed Technology Service Desk
Employment Type
Full time / Permanent
Reporting to
Technical Operations Manager (TOM)
The Role
The Service Management Lead is responsible for ensuring ITSM disciplines (Incident Management, Problem Management, Knowledge Management) operate effectively, are adopted by engineering teams, and deliver measurable service quality improvements.
This role owns process design and acts as Product Owner for ITSM processes within ServiceNow. Responsibilities include Major Incident coordination, compliance monitoring, and continuous improvement. The role works closely with the Engineering Team Lead and Service Desk Team Leader to drive ITSM maturity through coaching, quality assurance, metrics reporting, and collaborative problem-solving.
Success in this role requires strong process ownership, operational discipline, quality assurance capability, stakeholder management, and strategic thinking to mature ITSM capability while maintaining practical operational outcomes.
Key Accountabilities
Process Ownership and Design
- Ensure ITSM processes (Incident, Problem, Knowledge Management) are fit for purpose, documented, and delivering measurable outcomes
- Own ServiceNow configuration for ITSM including workflows, forms, automation, and reporting
- Develop and maintain process documentation including policies, SOPs, and training materials
- Identify and implement process improvements through data analysis and feedback
- Monitor process compliance via ticket reviews and workflow adherence
- Track and analyse service metrics (SLA compliance, resolution times, repeat incidents, knowledge usage)
- Support customer service reviews using ITSM data and insights
Incident Management
- Coordinate Major Incidents including facilitation, communication, and resolution tracking
- Ensure clear and professional customer communication during incidents
- Lead post-incident reviews to identify root causes and improvements
- Support training of on-call engineers for after-hours incident management
Problem Management
- Identify recurring issues through trend and data analysis
- Create and manage Problem Records with clear ownership
- Collaborate with Engineering Team Lead on root cause resolution
- Maintain Known Errors and workarounds to reduce service impact
Knowledge Management
- Maintain knowledge base templates and quality standards
- Monitor and enforce knowledge article quality
- Track knowledge utilisation metrics
- Work with Service Desk Team Leader to drive knowledge creation initiatives
Personal Performance
- Achieve goals in line with the Staff Enablement Model
- Lead continuous service improvement initiatives
- Demonstrate company values including accountability and collaboration
- Build strong working relationships across teams
- Maintain and develop ITSM knowledge and industry awareness
Career Path Potential
Service Management Pathway
Service Management Manager → Head of Service Management
Service Delivery Pathway
Service Delivery Manager → Head of Delivery
What’s Involved
- Progression into broader service management leadership including ITSM strategy, organisational change, and maturity uplift
- Progression into service delivery leadership with responsibility for managed services operations, customer outcomes, and cross-functional coordination
Core SFIA Competencies
Governance (GOVN) — Level 5
Ensures ITSM processes operate effectively through governance, compliance, and continuous improvement
Incident Management (SUPP) — Level 5
Ensures effective incident processes, documentation, and communication standards
Problem Management (PROB) — Level 5
Drives identification of recurring issues and tracks resolution with engineering teams
Knowledge Management (KNOW) — Level 5
Ensures knowledge frameworks support capability and incident resolution
Level 5 (Ensure)
Works with minimal guidance, provides expert advice, and is accountable for outcomes and quality across the domain
Skills and Qualifications
- 5–7+ years’ experience in ITSM roles with progression across service management functions
- ITIL 4 Managing Professional certification
- Strong ServiceNow experience (workflow configuration, automation, reporting)
- Solid understanding of technical service delivery in managed services environments
- Experience with change governance (CAB, risk assessment, approvals)
- Major Incident Management experience in high-pressure environments
- Strong analytical skills with ability to translate data into insights
- Experience designing processes, SOPs, and training materials
Personal Qualities and Attributes
- Pragmatic approach to process design (focused on outcomes, not bureaucracy)
- Ability to influence without authority and drive adoption
- Strong systems thinking and root cause analysis capability
- Clear, direct, and diplomatic communication style
- Calm under pressure, particularly during Major Incidents
- Continuous improvement mindset
- Strategic thinking balanced with operational delivery
- Collaborative leadership style
- Attention to detail with practical judgment
- Strong situational awareness and decision-making ability
- Commitment to coaching and team enablement
