Job Benefits: + Benefits
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:
1. Own and enhance the Incident process – from guidance to analytics and continual service improvement (CSI).
2. Research, develop, and implement industry best practice.
3. Act as Major Incident Manager on a rota basis.
4. Provide process expertise and support for IT projects.
5. Deliver process analytics to inform decisions and improvements.
6. Educate IT and business teams on ITSM processes and customer experience.
7. Explore and implement ServiceNow best practice enhancements.
8. Support audits, accreditations, and project objectives.
9. Keep up-to-date with industry developments through forums and memberships.
What you’ll bring:
10. ITIL v3 Foundation (working towards v4).
11. Experience across ITIL General Management & Service Management practices.
12. Strong leadership skills and experience working across multiple teams.
13. Excellent communication, interpersonal and relationship-building skills.
14. Proactive, customer-focused approach with the ability to manage priorities in a fast-paced environment.
15. 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