IT Excellence & Technical Lead

Drive collaboration across ITSM practices including Major Incident Management, Reliability Management, Service Desk, Service Readiness, and Configuration Management. Analyse customer data and service trends to identify recurring issues and escalate structural remediation opportunities. Coordinate end-to-end delivery of solutions for customer pain points, ensuring alignment with operational standards and strategic objectives. Champion best practice sharing, knowledge management, and continuous improvement across ITSM teams. Define and report KPIs and OKRs to measure performance and impact of improvement initiatives.Promote adoption of automation, AI-driven ITSM tools, and digitalisation to enhance efficiency and customer experience.Provide actionable insights through unified reporting and data standardisation for leadership decision-making. Engage stakeholders at all levels to build trust and communicate achievements effectively. Minimum 5 years' experience in IT Service Management within large-scale, complex organisations. Proven expertise across multiple ITSM practices and strong understanding of ITIL frameworks. Skilled in analysing service trends and driving structural remediation.Experience in project management methodologies such as Agile, Kanban, or SAFe.Familiarity with ITSM tools (e.g., ServiceNow, BMC Helix) and automation initiatives. Strong stakeholder engagement and influencing skills across diverse teams and cultures. Excellent communication skills for strategic reporting and engagement. ITIL Foundation certification required; advanced ITIL and project management certifications desirable. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.