ITSM Support Manager – Lead Consultant (London)

About the role

Infosys is seeking an experienced ITSM Support Manager to lead consulting engagements in London. You will drive end‑to‑end service management initiatives, from business process analysis through solution design, development and deployment, ensuring alignment with client objectives.

Key responsibilities

• Anchor engagement efforts for ITSM projects, guiding teams through process, deliverables and architecture reviews.
• Lead major incident, problem and change management activities, including CAB facilitation.
• Provide thought‑leadership on ITIL v4 best practices and service integration (SIAM).
• Collaborate with senior stakeholders to define solutions and drive continual improvement.
• Support client training, capability building and business pursuit initiatives.

Required profile

• Proven experience as a Major Incident Manager (mandatory).
• Hands‑on experience in Problem Management and Change Management.
• Ability to manage Change Advisory Board meetings and engage senior stakeholders.
• Deep knowledge of ITIL® v4, IT governance and service delivery.
• Experience with service integration and management (SIAM) concepts.

Required skills

• ITIL v4 framework
• ServiceNow
• Remedy
• JIRA Service Management
• Major Incident Management
• Problem Management
• Change Management (including CAB handling)
• Software License Management
• Asset Management
• SIAM (Service Integration and Management)
• IT Governance
• Service Delivery

What we offer

• Competitive compensation package including bonus.