IT Service Design Lead

• Lead the design, implementation, and continuous improvement of the SACM process, ensuring it remains fit for purpose.
• Define the scope and standards for Configuration Items (CIs), including hardware, software, and documentation, along with their relationships.
• Manage the Configuration Management System (CMS) and CMDB, overseeing discovery, data imports, and regular housekeeping to maintain data integrity.
• Monitor process execution, ensuring compliance with policies and standards, and conduct audits to verify data accuracy.
• Collaborate with other ITIL process managers (Change, Incident, Problem) to provide accurate configuration data for impact assessments and problem resolution.
• Coordinate resources and deliver training to ensure team members are equipped with necessary knowledge.
• Produce reports on KPIs, status updates, and impact analysis for stakeholders.
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• Proven experience in designing and managing SACM processes within complex IT environments.
• Strong knowledge of ITIL 3.0/4.0 frameworks.
• Experience delivering government or defence projects.
• Ability to tailor processes to specific project needs.
• Excellent stakeholder engagement and communication skills.

Desirable Skills:

• Knowledge of Army communication systems

Required Education & Certifications:

• ITIL Foundation certification (or higher).
• Demonstrable experience in configuration management and process improvement.

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