An exciting opportunity for an experienced IT Service Management leader to oversee and continuously improve end-to-end IT service delivery within a complex, highly regulated environment. You will lead service operations, major incident management, service transition, and tooling strategy while driving service excellence, operational performance, and outstanding user experience across the organisation. Client Details This role is within the public sector and based in London. Description Lead and develop a high-performing IT Service Management team, promoting a customer-focused culture. Own major incident management, ensuring effective resolution and stakeholder communication. Oversee day-to-day Service Desk operations, including incidents, service requests, and desktop support. Manage service performance against SLAs and OLAs, identifying trends and improvement opportunities. Develop and maintain IT service management policies, processes, and procedures aligned to best practice frameworks. Lead the strategic development and enhancement of Service Desk tooling, preferably Jira Service Management. Drive improvements in reporting, automation, self-service capabilities, and user experience. Oversee service transition and change control activities for new and updated IT services. Ensure successful deployment, acceptance, handover, and operational readiness of new services. Build strong relationships with senior stakeholders and represent Service Management in governance ..... full job details .....