We're partnering with a leading organisation on a major managed services engagement. You'll lead, govern and continuously improve service integration and IT service management end-to-end spanning SIAM governance, ITSM process ownership, Service Desk operations and major incident management in a highly regulated, always-on critical infrastructure environment. You'll own run-and-improve outcomes measured through business-level agreements (BLAs) and experience measures (XLAs), orchestrate internal teams and third-party providers in a multi-vendor environment, chair governance and vendor performance rhythms, and engage credibly with CIOs, CISOs and operational leaders — translating service realities into clear risks, decisions and roadmaps. Required Skills & Experience 10-15 years' experience leading SIAM, ITSM or service operations within large, complex or regulated organisations. Demonstrated experience running client-embedded managed service operations, including Service Desk leadership and multi-vendor service integration. Proven experience engaging credibly with CIO, CISO, Operations and Risk leaders, including governance and assurance forums. Deep expertise across end-to-end ITSM process ownership — incident, request, problem, change, knowledge, configuration/CMDB and service level management. Strong operational discipline across service governance, problem management, major incident command and continual service improvement (CSI) — with proven ability to translate technical performance into business and experience outcomes (BLAs/XLAs). Working knowledge of SOCI obligations and critical infrastructure cyber expectations, with experience partnering with security, risk and compliance teams on audit-ready governance and control narratives. Experience with ITSM tooling (e.g. ServiceNow or equivalent) and service reporting/telemetry to drive evidence-based decisions. This is an excellent opportunity to take ownership of high-impact service integration leadership at the intersection of technology, operations and risk with flexible hybrid working arrangements and the mandate to make a genuine impact in critical infrastructure.
