Contract Length: 3 Months ASAP Start

Day Rate: £500 pd to £550 pd (Inside IR35)

Hybrid: 2 days on site (Cambridge)

Overview

Experienced IT Service Management professional responsible for leading service assurance and transition processes, ensuring new and evolving services meet high-quality standards and are delivered effectively into live operations.

Key Responsibilities

• Primarily focused on BAU service assurance and transition activities
• Involvement in features and product support within live environments
• Lead the design, governance, and continuous improvement of service assurance and transition processes.
• Define and track performance metrics to drive efficiency, quality, and process maturity.
• Support delivery teams and stakeholders in applying ITSM best practices across projects.
• Ensure services are production-ready through collaboration, validation, and effective Early Life Support (ELS) planning.
• Support the process of accepting services into live environments, ensuring all entry criteria are met.
• Work closely with Project Managers (PMs), who own the service design, to validate readiness for go-live.
• Review and assure go-live checklists provided by PMs, confirming all requirements are completed.
• Verify that service readiness and ELS criteria are fully met before transition into live.
• Provide Level 1 support and contribute to ongoing service stability post go-live.
• Focus on business-as-usual (BAU) activities, supporting live services, features, and products.

Experience & Skills

• 10+ years’ experience in IT Service Management, with leadership in service design, transition, or assurance.
• Strong background in service assurance and transition, with proven ability to deliver smooth go-lives.
• Experience in governance, compliance, and large-scale IT environments.
• Solid understanding of IT infrastructure, SDLC, and project delivery frameworks.
• Ability to ensure service readiness and seamless transition into live environments.
• Strong stakeholder collaboration skills, particularly working alongside Project Managers and delivery teams.
• ITIL 4 certification (preferred).

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Salary: Up to £95,000 + 25% Bonus + benefits

Location: 2 days on site – London

Type: Permanent Role

Our client are seeking an experienced and proactive Service Management Lead to lead a team of IT Service Operations Analysts and IT Business Systems Analysts. This role is critical to maintaining effective IT operations, enhancing ITIL-aligned service management processes, and delivering clear, reliable IT operational reporting.

About the role

This position offers the chance to play a key role in shaping IT service delivery within a dynamic organisation. The successful candidate will ensure IT services are aligned with business needs, while championing continuous improvement, service excellence, and modern ways of working.

Key responsibilities:

• Lead, mentor, and develop a team of IT Service Operations Analysts and IT Business Systems Analysts.
• Oversee the design, implementation, and ongoing improvement of ITIL processes such as Incident, Problem, Change, and Service Request Management.
• Define, track, and report IT Operations metrics to maintain visibility and drive performance.
• Ensure incidents are managed efficiently, with a focus on rapid service restoration and structured root cause analysis.
• Collaborate with cross-functional teams to strengthen service delivery and operational effectiveness.
• Act as a bridge between IT operations and delivery teams to ensure alignment with business priorities.
• Support senior IT leadership in the planning and implementation of service management initiatives.

Skills and experience required:

• Proven track record in leading IT service teams within complex, multi-vendor environments.
• Strong leadership skills, with experience managing both direct and matrixed teams.
• ServiceNow expertise (essential), with advanced knowledge of ITIL processes and service reporting.
• ITIL v4 Foundation certification (or above).
• Experience working in Agile environments and promoting modern ways of working.
• Broad background in IT Service Operations across on-premises, cloud, SaaS, and PaaS platforms.
• Strong analytical, problem-solving, and pragmatic decision-making skills.

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The post Service Management Lead appeared first on La Fosse.

Your role as Retail Service Manager will be to manage the overall technology service delivered to the internal retail team and other associated business areas.

Salary: up to £70,000 + benefits

Location: West London (Hybrid Working)

You’ll bring together end-to-end technical delivery teams and foster collaborative ways of working to deliver first-class solutions, ensuring a service that is Fit for Purpose and meeting the needs of the business.

Key Responsibilities:

• To build and maintain the service relationship between Retail Technology and its stakeholders across the business.
• Define, agree, and manage service level agreements (SLAs) and operational level agreements (OLAs) for services.
• Report on the quality of the service provided, including outsourced services provided by suppliers including Scientific Games and Vodafone, based on transparent KPIs.
• Manage the operational budgets for outsourced services, including those provided by Scientific Games and Vodafone
• Working with the Supplier Relationship Manager, define, agree, and manage service improvement plans where the quality of the service does not meet the required threshold.
• Point of contact to engage and provide support to business and technical stakeholders of the service.

Ideally, you’ll have:

• Strong experience in service management, especially in the retail field services space.
• Experience of defining and managing SLAs and OLAs, as well as generating and presenting service reports and KPIs.
• Experience of defining and managing service improvement plans
• Experience of working within ISO 20000-certified environment
• Experience of working in a retail environment, including point of sale.
• Proven ability to build rapport with stakeholders and communicate clearly, with all levels of departmental management.

Sound like you? Please apply directly for more detail!

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Location: London (Hybrid)

Remuneration: up to £75k + 10% bonus + 28 days holiday + bank holidays + more!

Your role as Global Service Desk Manager:

• Collaborate with IT leadership to define and implement best practices in Service Desk Operations that align with organisational goals and objectives.
• Lead the development, implementation, and continuous improvement of service desk processes, ensuring a consistent and high-quality experience for end-users globally.
• Work closely with global service desk teams to ensure a seamless and unified service desk operation.
• Develop and maintain comprehensive documentation for service desk processes, guidelines, and standard operating procedures (SOPs).

Ideally to be successful you will have:

• Managing a service desk team of 15+ people
• Worked in an global environment.
• Clear and personable communication.

Sound like you? Please apply directly for more detail!

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