Service Management Lead

We are seeking an experienced Service Management Lead (ITSM) to support a high-profile Ministry of Defence programme, delivering a new style of IT service model within a secure and complex environment.

This is a key leadership role responsible for driving end-to-end IT service management, ensuring alignment with MoD standards, and embedding best practice across a multi-supplier ecosystem., * Lead the design, implementation, and optimisation of ITSM processes (Incident, Problem, Change, Request, Service Level Management)

• Act as the primary interface between technical teams, suppliers, and MoD stakeholders
• Ensure service delivery aligns with MoD policies, security standards, and operational objectives
• Drive service performance, governance, and reporting (SLAs, OLAs, KPIs)
• Own Major Incident Management, ensuring effective resolution and stakeholder communication
• Oversee change control and service transition processes
• Manage multi-vendor/SIAM environments, ensuring seamless service integration
• Champion ITIL best practice and continuous service improvement (CSI)
• Maintain documentation and support audit and compliance requirements within a secure environment

• Active SC Clearance (essential)
• Proven experience working on Ministry of Defence (MoD) programmes (essential)
• Strong background in IT Service Management leadership roles
• Deep understanding of ITIL frameworks (v3/v4)
• Experience operating within secure, regulated environments
• Demonstrable experience managing multi-supplier/SIAM delivery models
• Strong stakeholder management skills across technical and non-technical audiences
• Experience with ITSM tools (eg, ServiceNow, Remedy, Jira)