Caspian One
ITIL - Mobilisation Lead
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Short Term Contract (Inside/Outside IR35)
Location: London/Hybrid (2/3 days per week on-site)
Caspian One has partnered with a leading global investment bank looking for an ITIL Service Manager / ITIL Mobilisation Lead to oversee the ITIL frameworks rollout in preparation of the deployment and adoption of a portfolio of AI agent solutions within a key business division working alongside a Technical Delivery Lead.
This engagement is a short term contract (Approx 2 months) starting November 2026 with the potential for future short term extensions if required.
About the Role
Purpose is to set up an ITIL framework/process to deliver a managed service, for an agentic AI project within a key business division of a major bank
You will be tasked with defining a fit for purpose ITIL/support-based process, and present that at the end of the 2 months engagement, with a managed services/support and infrastructure model and process set-up. Communicate with internal stakeholders to understand what systems are currently being used for various Agentic AI related projects.
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Key Responsibilities
- Lead the mobilisation and definition of an ITIL-aligned service management framework for a growing portfolio of Agentic AI solutions.
- Assess existing support, operational and service management capabilities across the organisation.
- Engage with technology, infrastructure, operations, architecture and business stakeholders to understand current ways of working.
- Identify existing tooling, processes and governance frameworks being utilised across AI and technology initiatives.
- Document current-state support processes and define future-state operating models.
- Design and document the end-to-end managed service framework, including: Incident Management, Service Request Management, Problem Management, Change Management, Major Incident Processes, Escalation Procedures, Knowledge Management, Service Reporting.
- Review and understand existing ticketing and workflow platforms and define how AI-related support processes should operate within them.
- Establish clear support ownership, escalation routes, RACI models and service responsibilities.
- Define production support, infrastructure support and operational readiness processes for the Agentic AI ecosystem.
- Develop support documentation, process maps, governance artefacts and operational runbooks.
- Present recommendations and the final service framework to senior stakeholders at the conclusion of the engagement.
- Provide guidance on future managed service structures and support operating models.
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Key Deliverables
By the end of the engagement, the successful consultant will have delivered:
- A documented ITIL-aligned service management framework.
- A future-state managed service operating model.
- Defined support processes and governance structures.
- Escalation and incident management workflows.
- Service ownership and responsibility matrix.
- Production support readiness framework.
- Process documentation and supporting operational artefacts.
- Recommendations for ongoing service management and support operations.
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