Business Service Lead

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.