Our client is a market leader in the utilities industry. They are seeking an Operations Lead to join their team and take accountability for governing service management practices across IT to ensure compliance. The successful candidate will be responsible for implementing and governing service management practices (e.g., ITIL) with the support of third-party managed service providers, professional service providers, and other teams within the business. This role will act as the organisation's incident manager for any high or critical incidents during and after business hours (on rotation) and will be responsible for the availability of the IT systems. Key Responsibilities: Ownership of the establishment, governance, and execution of ITIL services across IT applications, systems, and infrastructure. Accountability of service management tool availability and managing to supported software levels. Acting as the primary contact for Major incident management response (during and after business hours on rotation). Developing service management processes and procedures and ensuring compliance across IT. Ensuring the implementation of Disaster recovery and business continuity management services in the event of a disaster being declared. Governance of managed service provider and vendor performance against SLA's. First point of contact for incident, problem, and change escalations. End-to-end ownership of incident, problem, and change escalations. Acting as a trusted advisor and escalation point for the business for service management operational issues. Delivery of operational day-to-day support services to the business including IT support and VIP service. Management and delivery of a client-facing walk-up service hub at the office and other remote sites as agreed. Involvement and compliance with commercial and procurement processes where required. Producing reports as required. Involvement in service improvement opportunities including facilitating training to users as required. Taking care of own and colleagues Health and Safety through identification and reporting of hazards and active involvement in improvement initiatives. Qualifications & Experience: ITIL Foundation and/or Practitioner. Experience working with a service management tool and CMDB/asset inventory management using Service Now. Excellent understanding of service management delivery methodology, frameworks, and best practice. Managing critical incidents in line with the General Emergency Management Standard (GEMS). Managing major incident management escalations. Strong experience working with teams responsible for service operations and disaster recovery/business continuity. Demonstrated experience in service management tools, ITIL processes, and capabilities. Demonstrated strong experience in incident management. Extensive experience working with managed service providers and vendors. Experience in providing high-quality technical support to users and executives. If this role interests you, apply now! Please note that only short listed candidates will be contact and for further information, please reach out to Peter via talentinternational.com