Business Service Lead

Role overview

The Infrastructure & Operations Business Service Lead is tasked with strengthening operational performance across IT service management activities within the infrastructure and operations domain. This position brings together governance, coordination, reporting, and stakeholder collaboration across incident, problem, change, and configuration management to ensure service management standards, operational controls, and data quality expectations are met.

The role partners with infrastructure leaders, technology owners, architects, practice leads, and ITSM stakeholders to raise service stability, address operational issues, and support continuous improvement. It also helps maintain strong CMDB discipline, reliable service data, availability tracking, and monthly ITSM reporting to enable effective portfolio governance and technology resilience.

Key responsibilities

This role supports the facilitation of problem, incident, and change management by coordinating resolution activities, assisting with major incident handling, strengthening change governance, and improving the quality of operational reporting. It contributes to keeping technology services resilient, efficient, and high performing across the organisation.

Qualifications

A first degree is required. Suitable study areas include Computer Science, Information Systems, Business Information Technology, or a closely related field.

Experience required

Applicants should have 5 to 8 years of experience in service management, technology operations, or technology service delivery. Strong working knowledge of incident, problem, change, configuration, and major incident management is essential. Experience in stakeholder engagement across business and technology teams, service governance, and executive-level reporting is also required. Exposure to CMDB administration, service availability reporting, IT operational risk, and service improvement work is important. Experience in large enterprise environments is preferred, and familiarity with Agile delivery methods will be an advantage.

Behavioural strengths

• Communicating clearly and effectively
• Careful checking and attention to detail
• Strategic thinking and planning
• Building strong working relationships
• Identifying opportunities and options
• Working in line with established procedures
• Thinking creatively and generating ideas
• Sound judgment and decision-making
• Turning data into useful insights
• Remaining composed under pressure
• Collaborating well in a team
• Maintaining high standards

Technical strengths

• Incident handling
• Problem resolution
• Change control
• Major incident coordination
• CMDB management
• Service level management
• IT service management practices
• IT operations governance
• IT risk management
• Service reporting and analysis
• Stakeholder coordination
• Infrastructure management
• Vendor and third-party coordination
• Banking and financial services exposure
• Service management process knowledge

Additional information

The role requires consistent adherence to governance frameworks, operational controls, and data quality standards. It is intended for someone who can support enterprise-scale technology operations and help drive ongoing service improvement across the portfolio.