You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

The Service Reliability Lead leads the end‑to‑end Service Improvement (Continual Service Improvement – CSI) practice across IT services and ITSM processes. This role is accountable for defining, governing, and driving improvement initiatives that enhance service quality, operational efficiency, customer experience, and compliance with ITIL and organizational standards.

As the central owner of the CSI framework, the Specialist partners with service owners, process managers, and leadership to ensure improvements are data‑driven, prioritized, implemented, and measured for value realization across the full IT service lifecycle.

Key Responsibilities

Service Improvement Leadership

• Own and lead the Continual Service Improvement (CSI) framework, lifecycle, and governance
• Proactively identify, prioritize, and drive service and process improvement initiatives across all ITSM disciplines (Incident, Problem, Change, Configuration, etc.)
• Maintain and govern the CSI register / improvement backlog, ensuring alignment to business and service priorities
• Translate service performance issues, risks, and opportunities into strategic, actionable improvement initiatives

Metrics, Reporting & Performance Insight

• Define and standardize ITSM KPIs, SLAs, OLAs, and success measures
• Lead service performance analysis, trend analysis, and root cause analysis using ITSM data
• Develop and present dashboards, insights, and executive‑level reports that clearly demonstrate service health and improvement outcomes
• Ensure accuracy, consistency, and integrity of ITSM data used for decision‑making

Process & Practice Improvement

• Lead the assessment, design, and optimization of ITSM processes and workflows
• Evaluate process maturity and drive alignment with ITIL best practices
• Identify and champion automation, tooling, and workflow enhancement opportunities within the ITSM platform
• Drive standardization and adoption of service management practices across IT teams

Stakeholder & Change Leadership

• Act as the primary point of contact for service improvement initiatives
• Facilitate service reviews, improvement workshops, retrospectives, and governance forums
• Communicate improvement roadmaps, progress, outcomes, and benefits to technical and business stakeholders
• Support change management and ensure sustained adoption of improved processes and practices

Governance, Value & Continuous Improvement Culture

• Track benefits realization and ensure improvements deliver measurable business and service value
• Support audits, compliance requirements, and management reviews related to ITSM
• Champion a culture of continual improvement, accountability, and service excellence across IT operations

Success Measures

• Demonstrated and sustained improvements in service performance and customer satisfaction
• Reduction in recurring incidents, service failures, and operational inefficiencies
• Maturity and adoption of ITSM processes aligned to ITIL best practices
• Quality, timeliness, and relevance of service performance insights and reporting
• Positive stakeholder feedback on service improvement outcomes and leadership

Job Category:

IT - Technology Services

Posting End Date:

31/03/2026