Business Service Lead

Job Description

The Infrastructure & Operations (I&O) Business Service Lead is responsible for driving operational excellence across IT Service Management (ITSM) practices within the Infrastructure & Operations portfolio. The role supports governance, coordination, reporting, and stakeholder engagement across Incident, Problem, Change, and Configuration Management processes, ensuring adherence to service management standards, operational controls, and data quality requirements. The incumbent works closely with Infrastructure Leads, Technology Owners, Architects, Practice Leads, and ITSM stakeholders to improve service stability, resolve operational challenges, and drive continuous improvement.

The role facilitates Problem, Incident, and Change Management activities by coordinating resolutions, supporting major incident processes, managing change governance, and improving operational reporting. The Business Service Lead ensures effective CMDB management, accurate service data, service availability tracking, and monthly ITSM reporting to support portfolio governance and technology stability. The role contributes to maintaining resilient, efficient, and high-performing technology services across the organisation.

Qualifications

Type of Qualification: First Degree

Field of Study: Computer Science, Information Systems, Business Information Technology, or related discipline

Experience Required

Service Management & Technology Operations

Technology

5-8 years

Proven experience in IT Service Management, Infrastructure Operations, or Technology Service Delivery environments. Strong knowledge of Incident, Problem, Change, Configuration, and Major Incident Management processes. Experience facilitating stakeholder engagement across technology and business teams, managing service governance activities, and producing executive-level operational reporting. Exposure to CMDB management, service availability reporting, IT operational risk management, and technology service improvement initiatives. Experience working within large-scale enterprise environments and familiarity with Agile delivery practices will be advantageous.

Additional Information

Behavioural Competencies:

• Articulating Information
• Checking Things
• Developing Strategies
• Establishing Rapport
• Exploring Possibilities
• Following Procedures
• Generating Ideas
• Making Decisions
• Providing Insights
• Showing Composure
• Team Working
• Upholding Standards

Technical Competencies:

• Incident Management
• Problem Management
• Change Management
• Major Incident Management
• Configuration Management Database (CMDB)
• Service Level Management
• IT Service Management (ITSM)
• IT Operations Governance
• IT Risk Management
• Service Reporting and Analytics
• Stakeholder Management
• Information Technology Infrastructure Management
• Vendor and Third-Party Coordination
• Knowledge of Banking and Financial Services
• Service Management Processes