Agile Service Manager
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Agile Service Delivery Manager (Major Incident Management)
We’re seeking an Agile Service Delivery Manager to lead and drive service excellence in a fast-paced, complex environment. This role will focus on Major Incident Management, ensuring critical services are restored quickly, efficiently, and with minimal business impact. You’ll also help shape service delivery processes with an Agile mindset, embedding continual improvement and modern practices across the organisation.
Responsibilities:
- Lead Major Incidents end-to-end, coordinating technical and business teams under pressure to ensure rapid resolution and effective communication.
- Act as the point of escalation for high-priority incidents, driving root cause analysis and follow-up improvements.
- Champion Agile service delivery practices, embedding iterative improvement and a customer-first approach into ITSM processes.
- Provide leadership and guidance across Incident and Request processes, ensuring alignment with ITIL and enterprise needs.
- Deliver insights through process analytics, turning data into actions that enhance stability and customer experience.
- Collaborate with stakeholders across IT and business to refine processes, implement best practices, and support service transformation initiatives.
- Explore and implement ServiceNow improvements to optimise workflows and automation.
- Contribute to audits, accreditations, and the organisation’s service excellence objectives.
Experience:
- Proven experience in Major Incident Management with strong facilitation skills in high-pressure situations.
- ITIL certification (v3 Foundation minimum, v4 desirable).
- Strong background in ITSM, with experience across multiple practices (Incident, Request, Problem, Change).
- Demonstrated ability to work with Agile/modern service delivery approaches.
- Excellent communication and stakeholder management skills – able to influence, build trust, and lead across diverse teams.
- A proactive, customer-focused mindset with the ability to prioritise and deliver in fast-paced environments.
If you’re a service-focused leader ready to drive resilience, agility, and continual improvement, we’d love to hear from you.
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