WPS Service Management Lead

Own the WPS service catalogue, service model, support ownership, OLAs, supplier agreements and SLAs aligned to critical customer journeys and service hours Run service reviews and communicate service performance, risks, actions and improvement progress in clear business language Govern incident and major incident management including prioritisation, escalation, stakeholder communications recovery governance and follow-up Oversee problem management by identifying trends maintaining known errors and workarounds and tracking corrective actions through to closure Facilitate blameless post-incident reviews with SRE, engineering, operations, suppliers and business stakeholders Govern change and release activities including assessment approval scheduling evidence implementation and rollback plans and communications Coordinate CAB activities, the WPS release calendar, cross-team dependencies, protection periods and production-support coverage Coordinate continuity, disaster-recovery and resilience exercises and maintain operational risks, audit actions evidence and supplier performance escalations Bring proven IT Service Management, Production Support or Technology Operations leadership experience in a complex regulated environment Apply strong practical knowledge of ITIL practices across incident, problem, change, release, service-level, continuity, request, knowledge and supplier management Manage high-severity incidents and ensure timely major-incident communications across business and technology stakeholders Define and operate SLAs, OLAs and KPIs and use them to shape service reviews and measurable service improvements Demonstrate understanding of cloud, DevOps, Agile delivery, production operations, cybersecurity and resilience concepts Use strong analytical, organisational and stakeholder-management skills to prioritise risks actions and improvements Operate effectively with ITSM tooling and third-party supplier management Hold ITIL 4 Managing Professional, ITIL Strategic Leader or equivalent certification, or bring equivalent demonstrable experience /LP/WX