Service Management Lead

Company Description

Who is HelloKindred?

HelloKindred are specialists in staffing marketing, creative and technology roles, offering a range of talent solutions that can be delivered on-site, remotely or hybrid.

Our vision is to make work accessible and people’s lives better. We do this by disrupting traditional employment barriers – connecting ambitious talent to flexible opportunities with trusted brands.

Job Description

Anticipated Contract End Date/Length: January 1, 2027
Work set up: Hybrid

Our client in the Information Technology and Services industry is looking for a Service Management Lead to drive end-to-end service outcomes across the Service Management pillar within a global banking technology environment. This role focuses on enhancing service performance, reliability, and resilience across technology functions, ensuring services are controlled, measurable, and continuously improved. The position requires strong analytical capability, stakeholder engagement, and leadership to translate complex service data into actionable insights that support strategic priorities.

What you will do:

• Lead the Service Management pillar covering Change Management, Service Configuration Management, Third-Party Service Management, and Service Level Management.
• Produce and maintain Service Management reporting and performance metrics across technology and leadership teams.
• Apply data-driven analysis to identify trends, risks, and opportunities for service improvement.
• Represent Service Management in communities of practice and working groups to align on best practices and priorities.
• Partner with technology and service teams to ensure end-to-end integration of ITSM processes and solutions.
• Drive improvements in third-party service management across incident management and operational resilience.
• Define actions, owners, and timelines for service improvements and ensure delivery through to completion.
• Influence and coordinate cross-functional teams to deliver process improvements and service outcomes.
• Support executive-level reporting and governance forums with clear updates on performance, risks, and decisions.
• Enhance transparency of service health, readiness, and performance across technology domains.

Qualifications

• Demonstrated experience in IT Service Management with a track record of delivering measurable service improvements.
• Strong analytical and problem-solving capabilities with experience in reporting, trend analysis, and process optimization.
• Proven ability to manage stakeholders across technology, operations, and service management environments.
• Experience representing functions in governance forums and engaging with senior stakeholders.
• Strong communication skills with the ability to present complex information clearly and influence decision-making.
• Working knowledge or certification in ITIL or ITSM practices.
• Experience using ITSM platforms and tools across incident, problem, change, and reporting processes.
• Ability to operate with ownership, professionalism, and a delivery-focused mindset.
• Strong organisational, prioritisation, and adaptability skills in dynamic environments.
• Customer-focused approach with commitment to delivering high-quality and reliable services.

Additional Information

Candidates must be legally authorized to live and work in the country where the position is based, without requiring employer sponsorship.

HelloKindred is committed to fair, transparent, and inclusive hiring practices. We assess candidates based on skills, experience, and role-related requirements.

We appreciate your interest in this opportunity. While we review every application carefully, only candidates selected for an interview will be contacted.

HelloKindred is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate on the basis of race, colour, religion, sex, gender identity or expression, sexual orientation, age, national origin, disability, veteran status, or any other protected characteristic under applicable law.