ITSM Support Manager – London, UK

Overview

In this Lead Consultant role, you anchor ITSM engagements from business process definition through to solution deployment, guiding project processes and architecture reviews. You act as a domain thought leader, shaping consulting solutions that meet evolving client needs. You’ll coordinate major incident, problem, and change management efforts, while driving client training and internal capability building. The position emphasizes high-stakes delivery, stakeholder engagement, and continuous improvement within Infosys’ global digital services business.

Responsibilities

• anchor engagement from problem definition to deployment
• guide project processes and deliverables
• advise on architecture and design reviews
• lead business pursuit initiatives and client training
• build in-house capabilities and consulting solutions
• drive ITSM / IT governance related activities
• facilitate CAB meetings with senior stakeholders
• manage time-sensitive, high-pressure delivery environments

Key requirements

• Major Incident Manager experience (mandatory)
• hands-on experience in Problem Management and Change Management
• CAB meeting leadership and senior stakeholder engagement
• deep ITIL v4 knowledge
• experience in Service Delivery, IT Governance, and SIAM
• strong communication, facilitation, and collaboration skills
• ability to perform in high-pressure environments
• experience with ITSM tools (ServiceNow, Remedy, JIRA Service Management)
• Software License & Asset Management knowledge is advantageous
• ITSM Process Consultancy, Service Delivery, SIAM, Stakeholder Relationship Management, Continual Improvement Management
• Major Incident and Change management experience

• high analytical skills
• initiative and flexibility
• customer orientation
• ITIL v4
• ITSM tools (ServiceNow, Remedy, JIRA Service Management)
• Problem Management

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