IT Service Operations Lead

Are you passionate about delivering high-quality IT services and driving operational excellence?

We're looking for an IT Service Operations Lead to champion service reliability, lead major incidents and Change Enablement, and continuously improve service management processes.

This is a hybrid role – three days per week in our Newcastle office.

Why Join Us?

• Play a key role in ensuring the availability, performance, and resilience of over 350 internal services.
• Lead high-impact initiatives and collaborate with cross-functional teams and business stakeholders.
• Hybrid work environment with opportunities to influence meaningful change.

What You’ll Be Doing

• Take ownership of managing major incidents and critical service outages, coordinating resolution efforts and stakeholder communication.
• Oversee and evolve key ITIL processes including Major Incident, Problem, Change, Availability, and Configuration Management.
• Drive continuous service improvements and contribute to service maturity growth.
• Collaborate across IT, Customer Services, Cyber Defence, and strategic partners.
• Support and improve the out-of-hours colleague experience as part of a 24/7 on-call rota.
• Mentor team members and foster a culture of collaboration and excellence.

What You Bring

• ITIL v3 or 4 Foundation (minimum).
• Strong communicator who can translate complex technical issues for non-technical audiences.
• Proven experience managing high-pressure incidents and coordinating multi-team responses.
• Solid understanding of ITIL practices, operational risk, and service delivery.
• Comfortable working with enterprise ITSM tools (e.g., ServiceNow).
• Experience in Agile Service Management and influencing technical decisions.

Preferred Skills

• Background in cloud-based services (AWS, Azure), containers, Kubernetes, or serverless architecture.
• Familiarity with AIOps and Microsoft Power Platform (Power BI, Power Apps).
• Experience supporting audits and maintaining compliance.