Location
160 Tooley Street, London SE1 2QH

Hours
36 hours per week (Monday to Friday)

Salary
£63,723 per annum

About the Role
This is a rare opportunity to build the discipline that keeps a major London council running. Southwark is building a brand-new Digital and Resident Experience, and as ITSM Lead, you'll own the design, documentation and operation of the service management processes and platform that everything else depends on. You will join at an exciting time as the council invests in people and technology to better serve more than 300,000 residents across diverse communities. You will chair the Change Advisory Board, act as major incident manager when needed, and develop the ITSM Engineer who reports to you. If you are a service management professional eager to build mature, consistent practice from the ground up and make a genuine difference to the services residents rely on, this role offers a unique challenge and opportunity.

Key Responsibilities
- Prioritise incidents, changes and improvements by their impact on residents and frontline services, keeping stakeholders informed during disruptions.
- Lead service management across the council, uniting the service desk, resolver teams and service owners around shared standards and learning from incidents without blame.
- Collaborate with colleagues across council services to understand their technology experience and act on feedback.
- Design, document and maintain IT service management processes including incident, major incident, problem, change enablement, request fulfilment, service level, knowledge and configuration management.
- Own the development, configuration and administration of the ITSM platform, directing the ITSM Engineer and developing workflows, automation and self-service capabilities.
- Manage the council's enterprise service monitoring and observability capabilities, defining monitoring standards, dashboards, alerting and service health reporting.
- Chair the Change Advisory Board, maintain change enablement policy, and oversee assessment of change impact and risk.
- Lead major incident and problem management processes, acting as major incident manager and directing root cause analysis and preventive actions.
- Define and produce service performance reporting for senior leadership and lead continual service improvement activities.
- Line manage and develop the ITSM Engineer, setting objectives and building capability in platform development and service management practice.

Experience
- Comprehensive knowledge of IT service management principles and practices, including ITIL framework (ITIL 4 Foundation or higher, or equivalent experience).
- Significant experience in IT service management within large, complex organisations, ideally local government or public sector.
- Proven experience designing, implementing and improving service management processes and administering ITSM platforms.
- Experience chairing or leading change governance and managing or coordinating major incidents and problem management.
- Experience line managing or supervising technical staff with strong communication skills to lead governance meetings and coordinate incident response under pressure.

About You
- Customer-focused with a commitment to continuous improvement.
- Sound judgement in assessing change risk and impact.
- Confident leader able to bring teams together and foster a culture of learning and collaboration.

Qualifications
- ITIL 4 Foundation or higher, or equivalent service management experience.
- Relevant professional qualifications or demonstrable equivalent experience in IT service management.