Management Systems Technical Lead

• Lead the technical design, architecture and continual improvement of monitoring, observability, Event Management, ITSM and reporting platforms.
• Drive best practice across monitoring, observability, event management and ITSM processes and related technologies.
• Design and govern integrations between monitoring, ITSM, CMDB, reporting and automation platforms.
• Improve alert quality, event correlation, automation, service health visibility and operational intelligence.
• Provide technical assurance for new solutions, platform changes and live service introductions.
• Support incident resolution, root cause analysis and continual service improvement initiatives.
• Develop dashboards, reporting and insights that help teams make informed operational decisions.
• Collaborate with Architecture, Security, Service Management, SRE teams, suppliers and stakeholders to deliver resilient, scalable solutions.
• Ensure platforms remain secure, compliant, supportable and aligned to business objectives.

We’re looking for a Management Systems Technical Lead with strong expertise in monitoring, observability, IT Service Management (ITSM), platform integration and operational intelligence. You’ll have hands-on experience with technologies such as ServiceNow, SolarWinds, Azure Monitor, Datadog, Application Insights, Log Analytics and Power BI, along with a solid understanding of ITIL best practices, Event Management, CMDB, automation and service reporting.

You’ll be confident translating business and operational requirements into scalable technical solutions, with experience designing integrations, developing technical standards and driving continual improvement across complex enterprise environments. Strong analytical and troubleshooting skills are essential, as is the ability to balance innovation with security, resilience, supportability and business value.

As a senior technical authority, you’ll build strong relationships with stakeholders across Architecture, Security, Service Management, Operations and supplier organisations. You’ll be able to communicate complex technical concepts clearly, influence decision-making, and challenge constructively to ensure sustainable, high-quality outcomes., * Practical experience in enterprise monitoring, observability and ITSM platforms.

• Hands on development knowledge of ServiceNow or equivalent ITSM solutions, including ITSM, ITOM, ITAM, CMDB and Event Management.
• Experience with platform integrations using APIs, scripting, webhooks, agents and automation tools.
• Experience developing technical design, architecture assurance and operational governance.
• Knowledge of ITIL practices including Incident, Problem, Change, Asset and Configuration Management.
• Experience working within large, complex enterprise environments with multiple suppliers and stakeholders.

Qualifications and experience:

• Demonstrable experience with IT Service Management and monitoring/observability platforms is essential

• Relevant professional certifications in IT service management, cloud, monitoring, observability or solution architecture would be advantageous, although equivalent practical experience will also be considered.
• A degree in Computer Science, Information Technology, Engineering or a related discipline would be beneficial but is not essential.

Why Join Us?

You’ll play a key role in improving service visibility, automation, operational intelligence and customer outcomes while working with a wide range of technologies and teams.

• Pension 6% employer matched
• Annual leave 25 days + bank holidays
• Life assurance 2x base salary if in pension, (1x if not)
• Flexible working to support work-life balance

Other notable benefits:

• Employee Assistance Programme
• 30% Serco Leisure Centre Discount
• Option to buy additional leave
• Charitable payroll giving
• A wide range of discounts

Our inclusive recruitment commitment: We prioritise your skills and potential. As a Disability Confident Leader, the Top Great British Employer of Veterans 2026, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.

• Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
• Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).