Lead Service Manager - Modern Work

Service Manager – Modern Work

Salary: £130K | Travel: ~25% | Location: Remote

Role Summary

Lead the IT Service Management function, manage a growing team, and build a scalable, modern service organization with strong governance and measurable outcomes.

Key Responsibilities

• Lead the ITSM team and drive strategic and operational improvements.
• Establish ITSM governance, defining roles, KPIs, standards, and compliance.
• Own core ITSM practices: Incident/Major Incident, Problem, Change, Requests, SLAs/Reporting, Knowledge, and Continuous Improvement.
• Improve transparency and data quality across the service catalog, asset/configuration management, and the CMDB.
• Develop the ServiceNow platform (roadmaps, releases, governance, configuration).
• Build a user?friendly Employee Service Center with strong self?service and knowledge flows.
• Work closely with platform, architecture, engineering, security, and business teams to set priorities and ensure delivery.
• Provide guidelines, training, and coaching to Service and Process Owners.

Requirements

• Degree in IT, Engineering, Business, or similar.
• Several years of leadership experience in ITSM, including governance and process standardization.
• Strong expertise with ServiceNow ITSM and platform governance.
• Deep understanding of ITIL 4 practices, KPIs, and Major Incident/Change processes.
• Proven leadership and ability to manage cross?functional teams and partners.
• Hands?on experience with ServiceNow ITSM/CMDB and IT operations/reporting tools.
• Structured, proactive mindset with a focus on standardization, automation, and service excellence.