Service Management Team Lead

TL;DR

Service Management Team Lead: Leading a team of Service Management Analysts to deliver high-quality IT services to business users and customers, managing daily operations within an ITIL environment. Focus on major incident management, problem and change management, service transition, and business continuity planning.

Location: Hybrid - Manchester or Leeds 3 days per week

Salary: £41,400

Company

hirify.global is the UK’s number one flat-fee investment platform, providing a secure home for pensions, ISAs, and investments to over 500,000 customers.

What you will do

• Lead a team of Service Management Analysts responsible for daily operations and service delivery.
• Oversee Major Incident Planning & Management, Problem & Change Management, Service Transition, and Business Continuity Planning & Management.
• Build relationships with stakeholders and third parties, ensuring effective communication and engagement.
• Implement and own service management processes, ensuring adherence to ITIL standards.
• Coordinate and manage major incidents, acting as a duty manager out of hours when required.
• Own the change process and service transition from initial request to live environment deployment.

Requirements

• At least 2 years of line management experience.
• At least 5 years of experience in an ITIL-driven service management environment, with specific Major Incident Management experience.
• Excellent understanding of corporate production IT Environment and IT Operations.
• Demonstrable experience communicating effectively at technical and business management levels.
• Ability to work under pressure, prioritize, and manage multiple items and stakeholders simultaneously.
• Strong matrix management leadership skills.

Nice to have

• ITIL v4 Foundation in Service Management.
• Experience with business continuity planning and management.
• Strong analytical skills.

Culture & Benefits

• Hybrid work model in Manchester or Leeds.
• Group Personal Pension Plan (8% employer, 4% employee contribution).
• Life Assurance, Group Income Protection, and Private Medical Insurance (Bupa).
• 25 Days Annual Leave, plus bank holidays.
• Staff discounts on investment products and a Personal & Well-being Fund.
• Retail discounts and voluntary flexible benefits.