ITSM Specialist (Incident & Request)
Leeds, UK (1x a week) | Full-time | £60,000 - £65,000
We're looking for an ITSM Specialist to help shape and improve service management processes across a large, complex organisation.
This is a process-focused role - ideal for someone passionate about embedding best practices, delivering continual improvement, and enabling teams to achieve operational excellence.
What you'll do:
* Own and enhance the Incident process - from guidance to analytics and continual service improvement (CSI).
* Research, develop, and implement industry best practice.
* Act as Major Incident Manager on a rota basis.
* Provide process expertise and support for IT projects.
* Deliver process analytics to inform decisions and improvements.
* Educate IT and business teams on ITSM processes and customer experience.
* Explore and implement ServiceNow best practice enhancements.
* Support audits, accreditations, and project objectives.
* Keep up-to-date with industry developments through forums and memberships.
What you'll bring:
* ITIL v3 Foundation (working towards v4).
* Experience across ITIL General Management & Service Management practices.
* Strong leadership skills and experience working across multiple teams.
* Excellent communication, interpersonal and relationship-building skills.
* Proactive, customer-focused approach with the ability to manage priorities in a fast-paced environment.
* Enterprise/Agile/Modern experience is a nice to have.
If you're ready to take ownership of ITSM processes and deliver real change in a dynamic, international environment, we'd love to hear from you. Apply now