Job Description
The Infrastructure & Operations (I&O) Business Service Lead is responsible for driving operational excellence across IT Service Management (ITSM) practices within the Infrastructure & Operations portfolio.
The role supports governance, coordination, reporting, and stakeholder engagement across Incident, Problem, Change, and Configuration Management processes, ensuring adherence to service management standards, operational controls, and data quality requirements. The incumbent works closely with Infrastructure Leads, Technology Owners, Architects, Practice Leads, and ITSM stakeholders to improve service stability, resolve operational challenges, and drive continuous improvement.
The role facilitates Problem, Incident, and Change Management activities by coordinating resolutions, supporting major incident processes, managing change governance, and improving operational reporting. The Business Service Lead ensures effective CMDB management, accurate service data, service availability tracking, and monthly ITSM reporting to support portfolio governance and technology stability.
The role contributes to maintaining resilient, efficient, and high-performing technology services across the organisation.
Qualifications
Type of Qualification: First Degree
Field of Study: Computer Science, Information Systems, Business Information Technology, or related discipline
Experience Required
Service Management & Technology Operations
Technology
5-8 years
Proven experience in IT Service Management, Infrastructure Operations, or Technology Service Delivery environments. Strong knowledge of Incident, Problem, Change, Configuration, and Major Incident Management processes.
Experience facilitating stakeholder engagement across technology and business teams, managing service governance activities, and producing executive-level operational reporting. Exposure to CMDB management, service availability reporting, IT operational risk management, and technology service improvement initiatives.
Experience working within large-scale enterprise environments and familiarity with Agile delivery practices will be advantageous.
Additional Information
Behavioural Competencies:
Articulating Information
Checking Things
Developing Strategies
Establishing Rapport
Exploring Possibilities
Following Procedures
Generating Ideas
Making Decisions
Providing Insights
Showing Composure
Team Working
Upholding Standards
Technical Competencies:
Incident Management
Problem Management
Change Management
Major Incident Management
Configuration Management Database (CMDB)
Service Level Management
IT Service Management (ITSM)
IT Operations Governance
IT Risk Management
Service Reporting and Analytics
Stakeholder Management
Information Technology Infrastructure Management
Vendor and Third-Party Coordination
Knowledge of Banking and Financial Services
Service Management Processes