Service Management Lead

Service Management Lead

+8 months +

+Hybrid in Corsham

+SC cleared role

+Inside IR35

+-575 - -625 a day

Skills:

+SC clearance

+ITSM

+MOD

We are seeking an experienced Service Management Lead (ITSM) to support a high-profile Ministry of Defence programme, delivering a new style of IT service model within a secure and complex environment.

This is a key leadership role responsible for driving end-to-end IT service management, ensuring alignment with MoD standards, and embedding best practice across a multi-supplier ecosystem.

Key Responsibilities

• Lead the design, implementation, and optimisation of ITSM processes (Incident, Problem, Change, Request, Service Level Management)

• Act as the primary interface between technical teams, suppliers, and MoD stakeholders

• Ensure service delivery aligns with MoD policies, security standards, and operational objectives

• Drive service performance, governance, and reporting (SLAs, OLAs, KPIs)

• Own Major Incident Management, ensuring effective resolution and stakeholder communication

• Oversee change control and service transition processes

• Manage multi-vendor / SIAM environments, ensuring seamless service integration

• Champion ITIL best practice and continuous service improvement (CSI)

• Maintain documentation and support audit and compliance requirements within a secure environment

Required Skills & Experience

• Active SC Clearance (essential)

• Proven experience working on Ministry of Defence (MoD) programmes (essential)

• Strong background in IT Service Management leadership roles

• Deep understanding of ITIL frameworks (v3/v4)

• Experience operating within secure, regulated environments

• Demonstrable experience managing multi-supplier / SIAM delivery models

• Strong stakeholder management skills across technical and non-technical audiences

• Experience with ITSM tools (e.g., ServiceNow, Remedy, Jira)

If you''d like to discuss this Service Management Lead in more detail, please send your updated CV to (url removed) and I will get in touch.

View Full Details