Service Management SME ITSM, Data & AI

Job Purpose

Lead end-to-end delivery of service improvement initiatives. The role partners closely with stakeholders across Technology and the business drives ITSM process maturity (Change Incident Problem) and uses data AI and machine learning to identify opportunities prioritize actions and deliver measurable outcomes.

Key Responsibilities

IT Service Management Processes (Change / Incident / Problem)

• Drive strong ITSM practices with a focus on Change Incident and Problem Management.

• Facilitate post-incident reviews and problem investigations; ensure root cause analysis leads to preventative actions.

• Improve change quality (risk assessment scheduling approvals communications) to reduce failed changes and service impact.

• Define and track service KPIs (e.g. MTTR incident recurrence change success rate) and drive continuous improvement.

• Run stakeholder forums and working groups: set agendas chair meetings manage actions and follow through to closure.

• Translate stakeholder needs into clear requirements delivery plans and prioritized backlogs.

• Build strong cross-team collaboration and manage expectations through transparent communication.

Data Analysis & Insight-Driven Actions

• Analyse operational and project data to identify trends bottlenecks and improvement opportunities.

• Create dashboards and insight packs (e.g. service performance change outcomes incident/problem trends).

• Convert insights into actionable plans with owners timelines and measurable benefits.

AI / Machine Learning Initiatives

• Identify shape and deliver AI/ML use cases relevant to infrastructure and IT operations (e.g. incident triage anomaly detection predictive capacity knowledge management).

• Partner with data/AI teams to define problem statements success metrics data needs and adoption plans.

• Support responsible AI delivery: controls explainability model monitoring and operational readiness.

Required Skills & Experience

• Proven experience delivering IT infrastructure projects (e.g. compute storage cloud Databases data centre platform).

• Strong working knowledge of ITSM with hands-on exposure to Change Incident and Problem Management.

• Demonstrable experience leading stakeholder forums and driving outcomes through influence.

• Strong analytical capability: ability to interpret data identify trends and drive decisions/actions.

• Hands on experience with AI/ML concepts and practical application in IT operations or service management.

• Excellent communication skills (written and verbal) including executive-level reporting.

Preferred / Nice to Have

• ITIL certification (Foundation or above).

• Experience with common ITSM tools (e.g. ServiceNow or equivalent).

• Experience with Agile delivery methods and/or hybrid delivery models.

• Exposure to cloud platforms (Azure/AWS/GCP) and automation (scripting orchestration).

• Experience building dashboards (Power BI/Tableau) and using data tools (SQL Pythonoptional).