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Job Description:
The
Service Reliability Lead leads the
endtoend Service Improvement (Continual Service Improvement CSI) practice across IT services and ITSM processes. This role is accountable for defining, governing, and driving improvement initiatives that enhance service quality, operational efficiency, customer experience, and compliance with ITIL and organizational standards.
As the
central owner of the CSI framework, the Specialist partners with service owners, process managers, and leadership to ensure improvements are datadriven, prioritized, implemented, and measured for value realization across the full IT service lifecycle.
Key Responsibilities
Service Improvement Leadership
- Own and lead the Continual Service Improvement (CSI) framework, lifecycle, and governance
- Proactively identify, prioritize, and drive service and process improvement initiatives across all ITSM disciplines (Incident, Problem, Change, Configuration, etc.)
- Maintain and govern the CSI register / improvement backlog, ensuring alignment to business and service priorities
- Translate service performance issues, risks, and opportunities into strategic, actionable improvement initiatives
Metrics, Reporting & Performance Insight
- Define and standardize ITSM KPIs, SLAs, OLAs, and success measures
- Lead service performance analysis, trend analysis, and root cause analysis using ITSM data
- Develop and present dashboards, insights, and executivelevel reports that clearly demonstrate service health and improvement outcomes
- Ensure accuracy, consistency, and integrity of ITSM data used for decisionmaking
Process & Practice Improvement
- Lead the assessment, design, and optimization of ITSM processes and workflows
- Evaluate process maturity and drive alignment with ITIL best practices
- Identify and champion automation, tooling, and workflow enhancement opportunities within the ITSM platform
- Drive standardization and adoption of service management practices across IT teams
Stakeholder & Change Leadership
- Act as the primary point of contact for service improvement initiatives
- Facilitate service reviews, improvement workshops, retrospectives, and governance forums
- Communicate improvement roadmaps, progress, outcomes, and benefits to technical and business stakeholders
- Support change management and ensure sustained adoption of improved processes and practices
Governance, Value & Continuous Improvement Culture
- Track benefits realization and ensure improvements deliver measurable business and service value
- Support audits, compliance requirements, and management reviews related to ITSM
- Champion a culture of continual improvement, accountability, and service excellence across IT operations
Success Measures
- Demonstrated and sustained improvements in service performance and customer satisfaction
- Reduction in recurring incidents, service failures, and operational inefficiencies
- Maturity and adoption of ITSM processes aligned to ITIL best practices
- Quality, timeliness, and relevance of service performance insights and reporting
- Positive stakeholder feedback on service improvement outcomes and leadership
Job Category:
IT - Technology Services
Posting End Date:
31/03/2026
