IT Service Operations Lead - BAE Systems

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 Service Now 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.

• 5+ years of experience in IT service management with a strong grasp of ITIL frameworks.
• Proven expertise in incident and change management, preferably using Service Now.
• Hands‑on experience with cloud platforms (AWS or Azure) and automation tools (e.g., Power Shell, 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.