Service Management Strategic & Operational Oversight Lead

Assignment:

Role: Interim Service Management Strategic & Operational Oversight Lead

Duration: Initial 6 months (likely extension)

Location: Hybrid

Start: ASAP

Service Management Strategic & Operational Oversight Lead (Interim)

Overview:

We are seeking an experienced Service Management Strategic & Operational Oversight Lead to provide senior leadership across Service Management.

The successful candidate will act as a senior Service Management representative, providing strategic leadership, operational oversight, governance and independent assurance across a significant Service Management transformation programme.

A key aspect of the role is providing oversight and constructive challenge of Enterprise Services’ delivery of Service Management capabilities on behalf of the company. The successful candidate will remain sufficiently engaged with operational service delivery to understand service health, identify risks, represent the company during key operational events and ensure Service Management capabilities continue to meet business needs, whilst retaining a strategic focus on governance, continual improvement and organisational change.

The role combines strategic thinking with practical operational insight and requires someone comfortable operating at Director level whilst building strong relationships with Product Teams, Enterprise Services and senior stakeholders.

Key Responsibilities:

The successful candidate will:

• Provide strategic leadership across Service Management.
• Lead the Service Management workstream within the Digital Engineering Modernisation (DEM) programme.
• Provide strategic oversight of Enterprise Services’ delivery of Service Management capabilities on behalf of the organisation.
• Provide independent assurance, challenge and direction across multiple Service Management transformation initiatives.
• Assess the impact of organisational change on Service Management responsibilities between the organisation and Enterprise Services.
• Act as a senior Service Management representative during governance forums, service reviews and major operational events where appropriate.
• Review service performance, operational risks, trends and Service Management effectiveness, ensuring issues are identified and driven through to resolution.
• Drive continual improvement across Service Management capability, operational performance and organisational maturity.
• Oversee governance, executive reporting, benefits realisation and Service Management assurance.
• Build strong collaborative relationships across Enterprise Services.
• Provide executive advice and constructive challenge to senior stakeholders, including Directors and the CTO.
• Ensure Service Management initiatives align with organisational strategy and deliver measurable business value.

Current Workstreams:

The role will provide leadership and oversight across several concurrent initiatives, including:

• Digital Engineering Modernisation (DEM) Service Management workstream.
• Future Service Management practice implementation.
• Service Management operating model design.
• Enterprise Services integration.
• Service Performance, Governance & Assurance.
• ServiceNow adoption and operational readiness.
• Change & Release transformation.
• Service Catalogue migration.
• Service Management capability maturity and continual improvement.

Experience Required:

We are looking for someone with:

• Extensive senior-level IT Service Management leadership experience.
• Strong operational Service Management experience.
• Strong ITIL knowledge (ITIL 4 preferred).
• Experience leading complex Service Management transformation programmes.
• Experience designing or evolving Service Management operating models.
• Experience providing operational oversight, governance and independent assurance of Service Management delivery.
• Strong executive reporting, governance and performance management experience.
• Experience working with ServiceNow and modern Service Management tooling.
• Excellent stakeholder management skills at Director and Executive level.
• Experience operating across multiple suppliers, Product Teams and organisational boundaries.
• Ability to provide constructive challenge whilst building trusted relationships.
• Excellent communication, facilitation and influencing skills.

Experience within UK Government or similarly complex organisations would be highly desirable.

Personal Attributes:

We’re looking for someone who is:

• Equally comfortable operating strategically and maintaining sufficient operational awareness to provide effective oversight.
• Able to challenge senior stakeholders constructively and influence positive change.
• Comfortable working with ambiguity and shaping future operating models.
• Pragmatic, outcome-focused and delivery orientated.
• Collaborative, credible and confident operating across organisational boundaries.
• Able to balance governance, assurance and continual improvement with a practical understanding of operational service delivery.

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.