Telent IT Service Management Lead

IT Service Management Lead

Location: Remote (UK)

Contract: 9-Month Contract

Rate: £450 per day (Inside IR35)

The Role

We are looking for an experienced IT Service Management Lead to support the delivery of high-quality IT services across a large enterprise environment. This role will be responsible for coordinating IT service management activities, including change, major incident, problem management, service reporting, customer satisfaction, security operations, and supplier engagement.

Working closely with IT teams, suppliers, and key stakeholders, you will ensure service management processes are effective, well-documented, and continuously improved.

Key Responsibilities

Service Management & Governance

• Support IT Change Management processes, including CAB meetings, approvals, escalations, and change governance.
• Coordinate standard change templates, reviews, and configuration activities.
• Maintain and improve ITSM processes within ServiceNow, Remedy, and Digital Workplace, including service catalogues, workflows, approvals, routing, and knowledge management.

Major Incident & Problem Management

• Lead the coordination of high-priority and major incidents, ensuring timely communication with stakeholders and third-party suppliers.
• Support Problem Management activities, maintaining oversight of known issues and driving improvements to reduce recurring incidents.
• Assist with security operations processes, including incident coordination, documentation, knowledge articles, and service review activities.
• Work with service desk, security, and third-party teams to identify trends and implement process improvements.

Service Catalogue & User Experience

• Maintain software request catalogues and Digital Workplace services, including onboarding, approvals, and routing.
• Identify opportunities to improve the user experience through service feedback, reporting, and customer satisfaction data.
• Provide guidance and training on ITSM processes, including Change, Incident, and Problem Management.

Reporting & Continuous Improvement

• Produce and support monthly service reporting and operational reviews.
• Improve data quality within ITSM platforms to ensure accurate reporting and service insights.
• Manage customer satisfaction reporting, surveys, and Power BI dashboards.
• Coordinate supplier onboarding and offboarding activities while maintaining strong operational governance.

Skills & Experience

• Strong experience across IT Service Management disciplines, including Change, Incident, Problem, Request Fulfilment, Service Catalogue Management, and Continual Service Improvement.
• Experience using ITSM platforms such as Remedy and/or ServiceNow .
• Solid understanding of ITIL best practices.
• Excellent stakeholder management and communication skills.
• Experience producing service reports, business communications, and operational documentation.
• Ability to manage multiple priorities in a fast-paced environment.
• A proactive approach to improving processes and driving service excellence.

If you're an experienced ITSM professional looking to join a dynamic environment where you can drive operational excellence and continuous service improvement, we'd love to hear from you.