Company Introduction

We have an exciting opportunity now available with one of our sector-leading consultancy clients! They are currently looking for a skilled Service Management Lead to join their client at Tier 1 bank.

Job Responsibilities/Objectives

• Own and lead the Service Management pillar within CTOi GFT, covering Change Management (Next Gen), Service Configuration Management, Third-Party Service Management, and Service Level Management.
• Produce and contribute to Service Management reporting and performance metrics across GFT, CTO, and GCIO, ensuring accuracy and consistency.
• Apply strong analytical capability and a data-led approach to spot trends, identify risks, and drive continuous process optimisation.
• Represent the function in Communities of Practice and working groups, sharing best practice and aligning stakeholders on ITSM priorities and initiatives.
• Partner closely with CTO Service Management, GFT, and other teams to ensure ITSM processes and enabling technical solutions are integrated end-to-end.
• Drive improvements in third-party service management across Incident Management and Operational Resilience, ensuring service performance, controls, and outcomes meet our clients expectations; agree actions, owners, and timelines and see them through to closure.
• Influence and motivate virtual, cross-functional teams, acting as a central point for stakeholder engagement and process improvement delivery.
• Support executive-level reporting for relevant governance forums, proactively communicating progress, outcomes, and key decisions through agreed channels.

Required Skills/Experience

• Demonstrable experience in IT Service Management, delivering measurable service improvements through data-led insight and engineering discipline.
• Strong analytical and structured problem-solving skills, with a focus on reporting, trend analysis and continuous process improvement.
• Proven ability to collaborate effectively and manage stakeholders across technology, operations and service management teams.
• Confidence to represent the function in cross-functional governance/forums and to deputise for senior leaders when required.
• Clear, impactful communication skills, with the ability to influence and build alignment at all levels of the organisation.
• ITIL certification, or strong working knowledge of ITIL/ITSM practices and processes (desirable).
• Proficiency with ITSM platforms and associated tooling (e.g., incident, problem, change, knowledge and reporting capabilities).
• Self-starter with a high level of professionalism, demonstrating ownership, leadership and a strong bias for delivery.
• Adaptable and resilient, with strong planning, prioritisation and organisational skills to meet changing business needs.
• Customer-centric mindset, committed to delivering a reliable, high-quality service and improving the end-user experience.

Disclaimer

Notwithstanding any guidelines given to level of experience sought, we will consider candidates from outside this range if they can demonstrate the necessary competencies. Square One is acting as both an employment agency and an employment business, and is an equal opportunities recruitment business. Square One embraces diversity and will treat everyone equally. Please see our website for our full diversity statement.