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Contact Information:
UCAS
Rosehill
New Barn Lane
Cheltenham
Gloucestershire
GL52 3LZ
Tel: 01242 544657
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IT Service Management Lead
South West, Gloucestershire, Rosehill - Hybrid
The IT Service Management (ITSM) Lead is a pivotal senior leadership role within IT Operations, responsible for designing and driving the organisation’s ITSM strategy.
Reporting to the Head of IT Operations, this role ensures the effective implementation of ITIL-aligned processes, including Service Transition, Incident, Problem, and Change Management, while embedding these practices within a DevOps culture to deliver agility, reliability, and innovation.
The ITSM Lead oversees direct line reports and manages relationships with key technology partners to ensure high quality, scalable service delivery.
This role collaborates across Tech Ops, Security, and FinOps teams, contributing to the organization’s operational strategy by enhancing service performance, resilience, and user satisfaction. By combining strategic foresight with hands-on leadership, the ITSM Lead plays a critical role in delivering exceptional IT services that empower the organisation to achieve its goals.
ITSM Strategy Development & Execution
- Define and own the ITSM strategy, aligning it with the organisation’s digital transformation, DevOps
practices, and business objectives.
- Champion the integration of ITIL practices within an Agile/DevOps framework to promote efficient
and collaborative service delivery.
For full job description, please see role profile attached.
Skills, qualifications, and experience
Education:
- Bachelor’s degree in Computer Science, Information Technology, or a related field (master’s degree
preferred) or equivalent.
Professional Certifications:
- ITIL v4 Certification (Strategic Leader or Managing Professional preferred).
- Certifications in DevOps (DevOps Foundation, AWS/Azure DevOps Engineer).
- Agile certifications (Scrum Master, SAFe Agilist) are advantageous.
- Project Management certifications (PMP, PRINCE2) preferred
Experience:
- Significant experience in ITSM leadership roles, with demonstrated success in integrating ITIL processes
into Agile/DevOps environments.
- Proven expertise in managing Incident, Problem, Change, and Service Transition processes in large-scale enterprise settings.
- Experience with ITSM tools (e.g., Halo, Jira Service Management) and their integration into DevOps
pipelines.
- Solid understanding of CI/CD, automation, and cloud technologies (AWS, Azure, GCP).
- Demonstrable success in leading cross-functional teams and managing MSPs to deliver high-quality IT
services.
This role is ideal for a results-oriented leader who thrives in dynamic environments, with the ability to combine structured ITSM processes with the flexibility and speed of DevOps practices.
Pacakge
Salary - up to £70,000
- 30 days annual leave (plus 3 concessionary days over Christmas and your bank holidays!)
- Flexibility – UCAS positively supports Hybrid working for its employees, meaning you can work between home and the office in a way that suits you and the business and also has a comprehensive Flexible Working Policy
- A generous pension scheme
- Hundreds of high street discounts and offers with Perkbox
- Internal training and development
- Subsidised gym and café
- Be rewarded for going above and beyond with our ex-gratia bonus scheme and Celebrating U, our quarterly employee recognition scheme
- Dedicated volunteer employee networks promoting wellbeing, awareness and inclusion
How to apply
Please visit our website by clicking on the Apply Now button to see vacancies and to download and complete our application form.
Hours Per Week: 35.00
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