Job Title: Service Management Lead
Location: Manchester 3 days onsite per week
Job Type: 3 month contract
Rate: £750 to £850 dependant on experience via umbrella company
Job Overview:
My client is seeking a dynamic and experienced Service Management Lead to drive service excellence within a product-led environment. This role requires a strategic thinker with strong leadership and matrix management capabilities who can collaborate across teams to deliver outstanding service outcomes. The ideal candidate will have a proven track record in service management, ensuring seamless operations, continuous improvement, and stakeholder alignment.
Key Responsibilities:
- Service Strategy & Execution: Define and implement service management frameworks, ensuring alignment with business objectives and customer needs.
- Product-Led Environment: Work closely with product teams to ensure service strategies support product lifecycle management and customer experience.
- Leadership & Matrix Management: Lead cross-functional teams within a matrix organization, influencing and driving service improvements across departments
- Outcome Delivery: Establish key performance indicators (KPIs) and service level agreements (SLAs) to measure and improve service performance.
- Stakeholder Engagement: Partner with internal and external stakeholders, ensuring service delivery meets business and customer expectations.
- Incident & Problem Management: Oversee incident resolution processes, driving root cause analysis and continuous improvement initiatives.
- Process Optimization: Identify and implement best practices in ITIL and service management to enhance efficiency and reduce risks.
- Change Management: Lead and support change initiatives, ensuring minimal disruption to business operations while maximizing value delivery.
- Risk & Compliance: Ensure service management processes adhere to regulatory and security requirements.
Required Skills & Experience:
- Proven experience in service management leadership, preferably within a product-led environment.
- Strong understanding of ITIL principles and best practices in service management.
- Experience in matrix management, leading cross-functional teams to achieve service excellence.
- Ability to deliver measurable outcomes, demonstrating impact on business operations and customer experience.
- Excellent communication and stakeholder management skills, with the ability to influence and collaborate effectively.
- Strong problem-solving and analytical abilities, with a proactive approach to continuous improvement.
- Experience working with service management tools (e.g., ServiceNow, Jira Service Management, etc.).
- Familiarity with Agile methodologies and DevOps principles is a plus.
Preferred Qualifications:
- ITIL certification (Foundation or higher) preferred.
- Project management experience (PMP, PRINCE2, or Agile certifications are a plus).
