remote
IT Service Operations Lead - BAE Systems
Systems Engineer
Lead the delivery and continuous improvement of IT services, overseeing incident response, change management, and automation initiatives while driving best‑practice ITIL processes across cloud and on‑premise environments.
About the role
Key Responsibilities
- Own end‑to‑end service delivery for critical IT systems, ensuring availability, performance, and compliance with service level agreements.
- Lead incident, problem, and change management processes using ITIL best practices and ServiceNow tooling.
- Drive automation and orchestration initiatives to reduce manual effort and improve operational efficiency.
- Collaborate with cloud engineering teams to integrate AWS/Azure services into the service portfolio.
- Mentor and develop a high‑performing operations team, fostering a culture of continuous improvement.
Requirements
- 5+ years of experience in IT service management with a strong grasp of ITIL frameworks.
- Proven expertise in incident and change management, preferably using ServiceNow.
- Hands‑on experience with cloud platforms (AWS or Azure) and automation tools (e.g., PowerShell, Ansible).
- Demonstrated leadership ability to guide technical teams and manage stakeholder expectations.
- Excellent communication and problem‑solving skills, with a focus on delivering reliable services.