IT Service Management Lead

This role owns the end-to-end IT service management framework across Incident, Request, and Change Management, ensuring the Service Desk and underpinning processes deliver a consistently reliable service to the business. The position is accountable for operational readiness for Day 1 and sustained SLA performance, while leading the Service Desk function and chairing the Change Advisory Board. The role involves defining ITSM standards, managing major incidents, and driving corrective actions to meet service level agreements.