29 Service Management jobs in the United Kingdom

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Job Description

The role is hybrid office based in either Chippenham or Hartlepool.

The Service Management Consultant role is a varied, challenging and exciting role. The role is responsible for ensuring the day-to-day activities related to the IT Service Management tooling are delivered to meet the needs of the business. It will involve working closely with both internal and external stakeholders and is targeted with the supporting the delivery of a high performance and reliable IT capability worldwide.

Working within the Cyber, Service and Technology (CST) division and reporting to the Service Support Manager, the successful candidate will be responsible for delivering, maintaining and improving a highly capable IT Service Management Tool for use by NEC and our customers. As part of the Service Support Team, you will become a pivotal part of the team that is responsible for the provision of the Ivanti toolset, reporting capability, team performance and quality monitoring all of which underpins the delivery of ITIL service management to the business as a whole. As a Senior level role, you will be expected to be an expert in your field with the capability to pass on your knowledge to others working within the wider team based in Hartlepool, Chippenham and India.

The successful candidate will have an expert level of knowledge of ITIL service management tools specifically Ivanti and have the ability to problem solve and work collaboratively with key business stakeholders. The IT Service Management Tool is responsible for underpinning the delivery of all NECSWS Services and is aligned to the ITIL framework and supporting ongoing compliance with ISO2000.

Travelling may be required as part of the role as there is a need to attend customer locations and other NEC offices.

Responsibilities

• Technical ownership of the Ivanti IT Service Management toolset
• Low level understanding of the Ivanti DB schema
• Highly experienced in the configuration of the Ivanti toolset to achieve the required business outcomes
• Understanding of Ivanti and IT Service Management toolset best practice
• Ability to utilise technical architect skills to design, implement and maintain the Ivanti toolset
• The ability to mentor and develop team members split across multiple geographic locations
• Input into the measurement, monitoring and review of performance of the team and process using KPIs and CSFs
• Assist in ensuring the team skilled to the appropriate level
• Ensure compliance with documented processes to allow certification to ISO2000 to be maintained.
• Awareness of the business priorities, objectives and drivers to suggest continual service improvement strategies
• Work very closely with ITIL process team leaders to ensure a full ITIL aligned end to end service is available to stakeholders
• Build and maintain relationships with internal and 3rd party organisations as required, such as resources within the tool suppliers’ teams.
• Ensuring adherence to OLAs
• Input into team reporting as required
• An excellent communicator both verbally and written at both a technical and stakeholder level.
• An understanding of ITIL 4 practices and how they are delivered within IT Service Management Tools.
• An ability to balance and plan the short and long term actions to achieve the objective of the team.
• Awareness of all relevant industry standards.
• Awareness of best practices for service management and associated tooling.
• Be influential and persuasive with stakeholders.
• Maintaining an understanding of all of NECSWS business areas.
• An ability to think critically about systems and to make adjustments consistently as needed.
• The ability to manage time effectively.

Qualifications

Essential Skills

• Demonstrable experience Service Management Experience, with a focus on design, implementation, testing, maintenance and improvement of IT Service Management toolsets
• Stakeholder Management
• Possess excellent stakeholder management skills and an ability to innovate
• Excellent communication and business writing
• Working knowledge and experience of the ISO2000 Service Management Standard
• Excellent problem-solving skills
• Considered an expert in the Ivanti toolset including ISM and UEM

Essential Qualifications

• ITIL v4 Foundation
• NPPVL3 + SC clearance required or eligibility.

Desirable Qualifications and Skills

• ITIL v4 Intermediate Qualification

Additional Information

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/sell (FTE)
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A selection of flexible benefits to suit your individual needs
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.

OTHER INFORMATION

• Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
• All offers are subject to satisfactory vetting, references and occupational health checks.
• Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.

ESN - Service Management Consultant (Systems)

Contract Length : 6 months
Day Rate : £600/day (Inside IR35)
Location : Hybrid - Fortnightly presence in Chorley and monthly travel to Warwick

Must be eligble for SC clearance

Join a High-Impact National Programme - Operational Consultancy for ESN Onboarding

We are seeking a highly experienced Service Management critical communications consultant who has worked within or directly alongside the Emergency Services - police, fire, ambulance, or similar- to play a pivotal role in a nationally significant programme modernising the UK’s emergency communications infrastructure.

This is not a purely technical role. You will be the voice of operational reality in the ESN onboarding process, ensuring that the needs, challenges, and workflows of those on the front line—control room operators, dispatchers, and first responders - are fully understood and embedded into every decision.

Applicants must bring authentic operational insight, ideally gained within an ESN User Organisation, to provide holistic consultancy across the full control room environment and wider critical communications environment - processes, people, and technology.

Key Responsibilities:

• Act as a trusted advisor on all aspects of the service management environment—including OSS/BSS systems through to billing and key reporting activity including critical and major incident review and handling.
• Engage directly between senior users within the emergency services and partners, senior management and key service management suppliers to capture key information and risks to support genuine operational requirements.
• Support the onboarding of User Organisations to ESN, ensuring changes are practical, safe, and operationally sound.
• Facilitate workshops, site visits, and scenario-based discussions to align programme delivery with day-to-day realities.
• Represent operational requirements in governance forums, influencing decisions to protect service quality and resilience.
• Provide clear, actionable advice to both operational and technical teams to ensure ESN systems and service management tools work in the real-world emergency services context.
• Guide organisations through operational readiness, user training needs, and go-live preparation.

About You:

• Essential: First-hand experience working within an Emergency Services control room and Critical Communications environment in delivery service management support (police, fire, ambulance) or in close collaboration with such teams in an operational capacity.
• Deep understanding of critical communication within the emergency services, emergency response priorities, and the pressures of live incident management.
• Proven ability to bridge the gap between end-user needs and technical delivery, ensuring solutions are operationally viable.
• Strong stakeholder engagement skills, able to build trust with both senior leadership and frontline personnel.
• Comfortable navigating complex, multi-stakeholder, and multi-supplier environments.
• Excellent communicator, facilitator, and problem-solver.
• Commercially aware with a practical, outcome-focused mindset.

ESN - Service Management Consultant (Systems)

Contract Length : 6 months
Day Rate : £600/day (Inside IR35)
Location : Hybrid - Fortnightly presence in Chorley and monthly travel to Warwick

Must be eligble for SC clearance

Join a High-Impact National Programme - Operational Consultancy for ESN Onboarding

We are seeking a highly experienced Service Management critical communications consultant who has worked within or directly alongside the Emergency Services - police, fire, ambulance, or similar- to play a pivotal role in a nationally significant programme modernising the UK’s emergency communications infrastructure.

This is not a purely technical role. You will be the voice of operational reality in the ESN onboarding process, ensuring that the needs, challenges, and workflows of those on the front line—control room operators, dispatchers, and first responders - are fully understood and embedded into every decision.

Applicants must bring authentic operational insight, ideally gained within an ESN User Organisation, to provide holistic consultancy across the full control room environment and wider critical communications environment - processes, people, and technology.

Key Responsibilities:

• Act as a trusted advisor on all aspects of the service management environment—including OSS/BSS systems through to billing and key reporting activity including critical and major incident review and handling.
• Engage directly between senior users within the emergency services and partners, senior management and key service management suppliers to capture key information and risks to support genuine operational requirements.
• Support the onboarding of User Organisations to ESN, ensuring changes are practical, safe, and operationally sound.
• Facilitate workshops, site visits, and scenario-based discussions to align programme delivery with day-to-day realities.
• Represent operational requirements in governance forums, influencing decisions to protect service quality and resilience.
• Provide clear, actionable advice to both operational and technical teams to ensure ESN systems and service management tools work in the real-world emergency services context.
• Guide organisations through operational readiness, user training needs, and go-live preparation.

About You:

• Essential: First-hand experience working within an Emergency Services control room and Critical Communications environment in delivery service management support (police, fire, ambulance) or in close collaboration with such teams in an operational capacity.
• Deep understanding of critical communication within the emergency services, emergency response priorities, and the pressures of live incident management.
• Proven ability to bridge the gap between end-user needs and technical delivery, ensuring solutions are operationally viable.
• Strong stakeholder engagement skills, able to build trust with both senior leadership and frontline personnel.
• Comfortable navigating complex, multi-stakeholder, and multi-supplier environments.
• Excellent communicator, facilitator, and problem-solver.
• Commercially aware with a practical, outcome-focused mindset.

Service Management System Architect
Contract Length : 6 months
Day Rate : £600/day (Inside IR35)
Location : Hybrid - Fortnightly presence in Chorley and monthly travel to Warwick

Join a High-Impact National Programme - Service Management System Architect (ESN Onboarding Focus)

We're seeking a Service Management System Architect to join a nationally significant technology transformation programme aimed .

WHJS1_UKTJ

IT Service Management Analyst

Leek Wootton

Permanent Contract

Full Time

Salary (£41,907.00 - £47,712.00)

The closing date for this post is 12 noon on 16th September

Those currently eligible on the redeployment register will be given prior consideration.

The main purpose of the role is to the IT Service Management (ITSM) Analyst supports the delivery of stable, secure, and high-performing IT services by helping to embed and uphold ITIL-aligned governance across core service management processes. Operating under the direction of the IT Service Manager, this role ensures that operational activities are documented, compliant, and traceable, contributing to a well-governed and continuously improving service environment.

The analyst plays a key role in facilitating structured process adherence across incident, problem, change, asset and configuration, and knowledge management domains. They support the preparation and follow-through of service reviews, helping to translate performance data and user feedback into actionable insights. They also assist in business engagement efforts by maintaining a responsive line of communication with end users and stakeholders, helping to align IT services with the organisation's evolving needs.

Main Responsibilities:

Oversee incident and request SLA performance – providing data to support corrective actions during service reviews.

Establish and maintain incident governance documentation, including process maps, decision trees, escalation protocols, and RACI matrices, ensuring all updates reflect current tooling configurations and are reviewed with operational stakeholders on a scheduled basis.

Support proactive Problem Management by facilitating root cause investigations, tracking known errors, and ensuring lessons learned are documented and reviewed with operational teams.

Manage the Change Process and associated governance by verifying change request completeness, adherence to risk models, and engagement/management of the CAB, while promoting operational discipline around scheduling and impact validation.

Audit completed changes on a periodic basis to verify that risk assessments, test plans, back-out strategies, and post-implementation reviews were appropriately documented.

Govern asset and license management processes by reviewing asset records for completeness, reconciling inventory against license entitlements, and supporting vendor audits with validated data.

Own and strengthen the knowledge management practice, including governance by reviewing publication workflows, ensuring articles meet quality standards, have defined ownership, quality metadata, and remain up to date to support service desk and end-user self-service.

Collaborate on service performance reviews by preparing data-driven insights, highlighting non-compliance or process drift, and working with operational leads to define actionable improvement plans.

Drive cross-team engagement by facilitating workshops or check-ins with technical teams to reinforce ITIL policies, identify blockers, and build accountability for process alignment.

Monitor governance metrics and process health indicators via ITSM tool dashboards, flagging deviations from expected behaviour (e.g. unauthorized changes, incomplete incidents) and initiating corrective measures.

Support readiness for internal audits and compliance reviews by maintaining transparent records, evidence trails, and governance documentation across all ITSM functions.

Champion continual service improvement by identifying areas of poor adherence, proposing governance adjustments, and influencing teams to adopt process improvements that enhance service reliability and consistency.

Support the maintenance of the Digital Services risk register by capturing service-related risks identified through incident management trends, change assessments, and service reviews ensuring accurate documentation and alignment with the organisations risk management framework.

To actively participate in meetings both representing Digital Services at corporate meetings, supplier meetings and at Digital Services technical meetings providing input relevant to area of business, up to Superintendent/HoD level. 

To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required

Knowledge:

Digital Services (Level 4) professional qualification

ITIL foundation certificate in IT Service Management, or similar

Significant working knowledge of relevant Digital Services technologies, their use and application

Excellent all-round Digital Services knowledge, including proficiency in the use of e.g. Microsoft packages and ITSM management tools

Excellent understanding of Digital Services service delivery environment and its priorities 

Experience:

Demonstrable experience supporting or governing ITIL-aligned processes, particularly in incident, problem, change, asset and configuration, and knowledge management domains.

Hands-on experience using ITSM platforms to enforce workflows, generate reports, and monitor process compliance.

Exposure to maintaining and auditing configuration items and asset records, including CMDB maintenance and license tracking.

Familiarity with change control governance, including the management of the CAB, risk model application, and post-implementation review practices.

Proven ability to interpret service performance data and contribute to process improvement or service review initiatives.

Experience working with cross-functional technical teams to reinforce process adherence and promote IT service governance.

Comfortable preparing and maintaining process documentation, escalation protocols, and supporting internal or external audit readiness.

Special Conditions Regular travel throughout Warwickshire

We want our organisation to be as diverse as the community it serves. We welcome applicants from all sections of the community.

You will be required as part of Warwickshire Police recruitment process to successfully complete vetting and credit checks.

We support the “Happy to talk flexible working” campaign, which aims to encourage uptake of flexible working for individuals, the flexible working options that may be considered for this role include;

Remote Working

Job Opportunity: Security Governance and Service Management Specialist

Are you passionate about security governance and service management? Do you want to make a difference in the financial sector? If so, we have an exciting temporary position for you in the heart of London!

Location: City of London
Contract Type: Temporary
Commute: Just a 1-minute walk from Liverpool Street train station!

Join our dynamic team at a leading financial institution and insurance provider! We're looking for a dedicated Security Governance and Service Management Specialist to help us enhance our security posture and ensure top-notch service delivery.

What You'll Do:

Develop and implement security governance frameworks to safeguard our assets.
Collaborate with cross-functional teams to ensure compliance with regulatory requirements.
Monitor and manage security incidents, providing timely reporting and resolution.
Conduct risk assessments and audits to identify vulnerabilities.
Assist in the formulation of security policies and procedures.
Provide training and support to staff on security best practises.

What We're Looking For:

Proven experience in security governance and service management.
Strong understanding of financial regulations and compliance.
Excellent problem-solving skills and attention to detail.
Ability to communicate effectively with stakeholders at all levels.
A proactive approach to identifying and mitigating risks.

Why You'll Love Working Here:

Vibrant Team Culture: Be part of a cheerful and professional environment where your contributions are valued!
Career Growth: This is a fantastic opportunity to gain experience in a leading financial institution.
Central Location: Enjoy the convenience of being based in the City, with easy access to transport links, shops, and eateries!
Flexible Working: We promote a healthy work-life balance to help you thrive both personally and professionally.

Ready to Make an Impact?

If you are excited about shaping the future of security governance and service management, we want to hear from you! Join us in creating a safer and more secure financial landscape.

How to Apply:

Send us your CV along with a cover letter detailing your relevant experience and why you're the perfect fit for this role.

Don't miss this opportunity to elevate your career while contributing to the security of a major financial institution! Apply today and be part of our journey toward excellence!

Let's secure the future together!

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

My Banking client is seeking to recruit a Security Governance and Service Management Specialist on an initial 6 month contract for a Financial Services client based in London. It is hybrid and will require 3x days onsite per week.

Role Purpose:

• Enhance the Security Intra group Governance and Service Management process for EU entities in line with ECB expectations
• Maintain and update the intra group governance framework, processes and procedures and standard suite, across Information and Cyber Security within EMEA.
• Manage the intragroup relationships across AD and EMEA for Information and Cyber Security, ensuring service levels are met for all services received and/or provided.

Accountabilities & Responsibilities :

• Define intra group security governance and service management framework
• Enhance and embed the operating/engagement model and service level agreement to ensure continuous oversight and service management
• Define and maintain EU specific entity level reporting template, including metrics to support the service performance management and service operations management.
• Embed a centralised ticketing module within ServiceNow for EMEA region. Use cases relevant to security service management, service request and service issue management.
• Coordinate the relevant reporting data points from Information and Cyber Security Committees relevant to EU, including inputs to and actions arising from the committees, the preparation of Security Performance Dashboards, and tracking of improvements.
• Consistently look for improvements in the efficiency and effectiveness of Information and Cyber Security intra group Governance and Compliance reporting

Skills required:

• SME experience in third party service management including developing and maintaining service level agreements, metrics and compliance requirements.
• In depth knowledge of third-party regulations across UK and EU such as ECB's EBA, DORA and related standards
• Information and Cyber Security Frameworks and industry Standards (e.g., NIST/ISO 27001/COBIT/ITIL)
• Experience creating and delivering presentations and concise writing skills to produce clear documentation (security policy, senior management posture reports)
• Excellent inter-personal communication skills, able to liaise with all levels of the business across all regions including key stakeholders and senior management.

Job Opportunity: Security Governance and Service Management Specialist

Are you passionate about security governance and service management? Do you want to make a difference in the financial sector? If so, we have an exciting temporary position for you in the heart of London!

Location: City of London
Contract Type: Temporary
Commute: Just a 1-minute walk from Liverpool Street train station!

Join our dynamic team at a leading financial institution and insurance provider! We're looking for a dedicated Security Governance and Service Management Specialist to help us enhance our security posture and ensure top-notch service delivery.

What You'll Do:

Develop and implement security governance frameworks to safeguard our assets.
Collaborate with cross-functional teams to ensure compliance with regulatory requirements.
Monitor and manage security incidents, providing timely reporting and resolution.
Conduct risk assessments and audits to identify vulnerabilities.
Assist in the formulation of security policies and procedures.
Provide training and support to staff on security best practises.

What We're Looking For:

Proven experience in security governance and service management.
Strong understanding of financial regulations and compliance.
Excellent problem-solving skills and attention to detail.
Ability to communicate effectively with stakeholders at all levels.
A proactive approach to identifying and mitigating risks.

Why You'll Love Working Here:

Vibrant Team Culture: Be part of a cheerful and professional environment where your contributions are valued!
Career Growth: This is a fantastic opportunity to gain experience in a leading financial institution.
Central Location: Enjoy the convenience of being based in the City, with easy access to transport links, shops, and eateries!
Flexible Working: We promote a healthy work-life balance to help you thrive both personally and professionally.

Ready to Make an Impact?

If you are excited about shaping the future of security governance and service management, we want to hear from you! Join us in creating a safer and more secure financial landscape.

How to Apply:

Send us your CV along with a cover letter detailing your relevant experience and why you're the perfect fit for this role.

Don't miss this opportunity to elevate your career while contributing to the security of a major financial institution! Apply today and be part of our journey toward excellence!

Let's secure the future together!

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

My Banking client is seeking to recruit a Security Governance and Service Management Specialist on an initial 6 month contract for a Financial Services client based in London. It is hybrid and will require 3x days onsite per week.

Role Purpose:

• Enhance the Security Intra group Governance and Service Management process for EU entities in line with ECB expectations
• Maintain and update the intra group governance framework, processes and procedures and standard suite, across Information and Cyber Security within EMEA.
• Manage the intragroup relationships across AD and EMEA for Information and Cyber Security, ensuring service levels are met for all services received and/or provided.

Accountabilities & Responsibilities :

• Define intra group security governance and service management framework
• Enhance and embed the operating/engagement model and service level agreement to ensure continuous oversight and service management
• Define and maintain EU specific entity level reporting template, including metrics to support the service performance management and service operations management.
• Embed a centralised ticketing module within ServiceNow for EMEA region. Use cases relevant to security service management, service request and service issue management.
• Coordinate the relevant reporting data points from Information and Cyber Security Committees relevant to EU, including inputs to and actions arising from the committees, the preparation of Security Performance Dashboards, and tracking of improvements.
• Consistently look for improvements in the efficiency and effectiveness of Information and Cyber Security intra group Governance and Compliance reporting

Skills required:

• SME experience in third party service management including developing and maintaining service level agreements, metrics and compliance requirements.
• In depth knowledge of third-party regulations across UK and EU such as ECB's EBA, DORA and related standards
• Information and Cyber Security Frameworks and industry Standards (e.g., NIST/ISO 27001/COBIT/ITIL)
• Experience creating and delivering presentations and concise writing skills to produce clear documentation (security policy, senior management posture reports)
• Excellent inter-personal communication skills, able to liaise with all levels of the business across all regions including key stakeholders and senior management.