It Service Delivery Lead (servicenow Itsm)
Posted Today by 1769755500
£500 Per day
Inside
Hybrid
Greater London, South East, England
Summary: The IT Service Delivery Lead (ServiceNow ITSM) is a contract position focused on overseeing global ITSM operations for a prominent client in the creative and digital entertainment sector. This role involves leading Change, Incident, and Problem Management practices while serving as a senior escalation point in a fast-paced international environment. The position requires strategic leadership to enhance service delivery and operational efficiency. The role is hybrid, requiring on-site presence in London only two days per month.
Key Responsibilities:
- Lead global ITSM operations across Change, Problem, and Incident Management practices, ensuring consistent and effective service delivery.
- Act as a primary escalation point for critical incidents and complex problems, providing calm, decisive leadership during high-impact situations.
- Build, guide, and develop the ITSM team through strategic hiring, mentoring, targeted training, and effective workload allocation.
- Monitor team performance to ensure high quality, efficiency, and true follow-the-sun operational coverage.
- Develop and execute clear communication strategies that align ITSM goals with broader business objectives, strengthening IT–business partnership.
- Collaborate closely with senior IT leadership to proactively improve operational efficiency and provide strategic input aligned to the IT vision and roadmap.
Key Skills:
- Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
- A Master’s degree in a relevant field is strongly preferred.
- ITIL 4 Foundation certification (mandatory).
- ITIL Managing Professional (MP) and/or Strategic Leader (SL) highly desirable.
- 5 years’ experience in IT Service Management, with at least 2 years in a leadership role overseeing ITSM operations.
- Strong understanding of ITSM best practices and frameworks, with hands-on experience using industry-standard ITSM tools.
- Proven, hands-on expertise with leading ITSM platforms, with a strong preference for ServiceNow.
- Excellent problem-solving and decision-making skills, particularly in high-pressure environments.
- Strong communication and stakeholder management capabilities.
- Demonstrable experience leading cross-functional and globally distributed teams.
- Extensive experience working in multicultural environments and managing teams across multiple time zones.
Salary (Rate): £500 per day
City: London
Country: England
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: Senior
Industry: IT
Detailed Description From Employer:
IT Service Delivery Lead (ServiceNow ITSM) Contract: Initial 6 months (likely to extend to 12 months)
Location: London (on-site 2 days per month)
Working model: Hybrid / remote-first
An established global technology solutions provider is seeking an IT Service Delivery Lead (ServiceNow ITSM) to support a high-profile end client operating at scale within the creative and digital entertainment sector.
This role will play a critical part in leading global ITSM operations, driving service excellence across Change, Incident, and Problem Management, and acting as a senior escalation point within a complex, fast-paced, international environment.
Key Responsibilities
Location: London (on-site 2 days per month)
Working model: Hybrid / remote-first
An established global technology solutions provider is seeking an IT Service Delivery Lead (ServiceNow ITSM) to support a high-profile end client operating at scale within the creative and digital entertainment sector.
This role will play a critical part in leading global ITSM operations, driving service excellence across Change, Incident, and Problem Management, and acting as a senior escalation point within a complex, fast-paced, international environment.
Key Responsibilities
- Lead global ITSM operations across Change, Problem, and Incident Management practices, ensuring consistent and effective service delivery.
- Act as a primary escalation point for critical incidents and complex problems, providing calm, decisive leadership during high-impact situations.
- Build, guide, and develop the ITSM team through strategic hiring, mentoring, targeted training, and effective workload allocation.
- Monitor team performance to ensure high quality, efficiency, and true follow-the-sun operational coverage.
- Develop and execute clear communication strategies that align ITSM goals with broader business objectives, strengthening IT–business partnership.
- Collaborate closely with senior IT leadership to proactively improve operational efficiency and provide strategic input aligned to the IT vision and roadmap.
- Bachelor’s degree in Information Technology, Computer Science, or a related discipline.
- A Master’s degree in a relevant field is strongly preferred.
- ITIL 4 Foundation certification (mandatory).
- ITIL Managing Professional (MP) and/or Strategic Leader (SL) highly desirable.
- 5 years’ experience in IT Service Management, with at least 2 years in a leadership role overseeing ITSM operations.
- Strong understanding of ITSM best practices and frameworks, with hands-on experience using industry-standard ITSM tools.
- Proven, hands-on expertise with leading ITSM platforms, with a strong preference for ServiceNow.
- Excellent problem-solving and decision-making skills, particularly in high-pressure environments.
- Strong communication and stakeholder management capabilities.
- Demonstrable experience leading cross-functional and globally distributed teams.
- Extensive experience working in multicultural environments and managing teams across multiple time zones.
- Opportunity to lead ITSM operations for a globally recognised organisation in a dynamic, creative industry.
- Long-term contract potential within a stable, well-funded programme.
- Minimal on-site requirement (only 2 days per month in London).
- High-impact role with visibility across senior IT and business stakeholders.