> Markdown version of [/jobs/ext/2688525-enterprise-service-management-lead](https://www.wearedevelopers.com/jobs/ext/2688525-enterprise-service-management-lead). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Enterprise Service Management Lead

- **Company:** University College London Hospitals NHS Foundation Trust
- **Location:** London, UK
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Service Design, ServiceNow IT Service Management
- **Published:** September 3, 2026
- **Apply:** https://www.careerjet.co.uk/job/gbee5de57d456c28740072455e72d4356e/eaa

## About the Role

We're looking for an experienced Enterprise Service Management professional with a proven track record of leading service transformation, embedding service-led ways of working, and improving service delivery within large, complex organisations.
You will bring strong stakeholder engagement, influencing and analytical skills, with the ability to build trusted relationships, lead service reviews, and translate performance data and customer feedback into meaningful improvements. You'll be experienced in driving organisational adoption of ESM practices, supporting service owners, and ensuring services deliver measurable value and excellent customer experiences.
Knowledge of ITIL, end-to-end service design, service mapping, Lean Six Sigma, and enterprise service management platforms would be advantageous.
In return, you'll join a collaborative and forward-thinking environment where you'll play a key role in shaping UCL's Enterprise Service Management capability, influencing strategic service improvement, and delivering lasting organisational impact at one of the world's leading universities.

## Description

The Enterprise Service Management (ESM) Lead plays a pivotal role in embedding a service-led culture across UCL, ensuring services are designed, delivered, and continually improved with customer experience at their core.
As UCL's lead for Enterprise Service Management, you will work closely with Service Owners, senior stakeholders, and delivery teams to strengthen end-to-end service management, drive organisational adoption of ESM practices, and maximise the value of MyServices, UCL's digital platform for service delivery and enquiry management.
The role will champion data-driven decision-making, helping teams use performance insights, customer feedback, and service metrics to improve efficiency, enhance customer experience, and deliver measurable improvements across the University.