Application Deadline: 5 March 2026
Department: IT Services
Location: Newquay, Cornwall, UK
Description
Overview of role
Practice Management ensures that standardised methods and procedures (ITIL 4) are used for efficient and prompt handling of all Problems, Changes and Incidents, minimising impact on the organisation and applying a continual improvement mindset.
The primary responsibility of this role is to support the Problem Management Practice Manager in running the Problem Management processes in accordance with the ITIL 4 Problem Management Practice. This includes the monitoring, analysis, updating and reviewing of the Problem records, and enhancing the Problem Management processes and documentation.
There is an expectation that the role holder will develop the confidence and capability to deputise for the Problem Management Practice Manager when required. In addition to the handling of Problems, this requires a sound understanding of the complex service architecture in place at King's College London (KCL), for which in-role training will be provided.
Whilst the role will be primarily focused on supporting the Problem Management Practice, there will also be a requirement to:
• provide full cover of the roles of Incident Management Practitioner and Change Enablement Practitioner as and when required e.g. during holidays, sickness, training.
• administer and maintain the Continual Improvement Register, ensuring all entries are accurately recorded, regularly reviewed, and kept up to date to reflect current initiatives and progress.
• proactively participate in or take leadership of continual improvement initiatives beyond the scope of Problem Management.
• provide support to other areas of the IT Service Management Team in the day-to-day operation of the ITIL-based processes adopted by King's Service Centre. As such, the role will play a key part in supporting the delivery of high-quality business and administrative support, help to analyse service performance and improve IT processes.
In the role, the post holder will have contact with various KCL Managers, colleagues and external suppliers via face to face and remote communication (including online meetings, telephone and email). It is vital that the post holder has excellent communication and customer services skills, along with the ability to work calmly, accurately, and follow process under pressure.
As a high-profile role within the Service Management team, the post holder will also need to routinely demonstrate a sound knowledge of the principles of Service Management, especially those detailed within the ITIL framework. Some travel may be required for meetings and training, (predominantly between Quintrell Downs and university campuses in London).
Accountabilities
Support the daily operation of the Problem Management Processes across KCL, providing advice and guidance on matters involving Problem Management and other related aspects of Service Management.
Ensure all Problem records are recorded, classified, prioritised, assessed and actioned appropriately.
Create and update Knowledge Base (KB) articles for workarounds and Known Errors (KE) which are identified throughout the lifecycle of the Problem record.
Coordinate Problems and Known Errors in accordance with the Problem Management process.
Assist with identifying Problems through event log analysis and other tools.
Identify and implement actions to drive the measurable reduction in incident occurrences.
Ensure root cause analysis actions are completed and resolvers chased for updates where required.
Improve the response and resolution times of Problems.
Provide guidance and Problem process training to support teams.
Ensure the Problem Management processes interface with other processes such as Incident Management and Change Enablement.
Assist in Major Incident Reviews (MIR) and conduct these in the absence of the Problem Management Practice Manager where necessary.
Deputise for the Problem Management Practice Manager in the day-to-day identification and handling of Problems and hosting resolver group meetings as required.
Analyse Service Management data, mainly in relation to Problem and Incident Management, to identify trends and areas of improvement that identify new Problems to minimise the recurrence and impact of incidents proactively and reactively.
Monitor and follow up on actions assigned to other teams in relation to the Problem Management processes.
Produce regular and special reports on the aspects of Problem Management relevant to the role.
Identify, raise, track and update risks.
Create and maintain Service Management Practice documentation including creating and updating process mapping diagrams, processes, procedures and runbooks.
Support other practices as and when needed, such as providing full practitioner role cover for Incident Management and Change Enablement, including the creation and management of communications, ensuring style and quality is consistent across practices.
Perform testing of changes to the Service Management tool.
Take an active role in the Daily and Weekly Service Reviews as required.
Liaison with external suppliers, KCL departments and colleagues.
General administrative duties as required by management.
The future vision of Enterprise Service Management is to establish an institutional Practice Management capability, encompassing the ITIL Change Enablement, Incident Management and Problem Management Practices. In addition to Agile and Waterfall Service Transition across the organisation. The Senior Service Management Practitioner will play a crucial role in helping to drive this vision forward. They will be expected to collaborate across the organisation to ensure a cohesive and comprehensive approach to Practice Management, helping to create processes that support this vision.
Key Skills & Experience Required
(E) – Essential (D) – Desirable
Demonstrable experience in office/business administration (E).
Demonstrable ability in carrying out business processes and Service Management methods and techniques (E).
Strong interpersonal, communication, customer service and writing skills, interacts appropriately with Managers at various levels (E).
Ability to remain calm and operate efficiently under pressure (E).
Desire to learn and develop new skills (E).
Numerical and analytical ability with relevant experience of evaluating and accurately analysing service data and interpret results (E).
Methodical approach to problem solving and attention to detail (E).
Ability to learn new technical concepts and translate and communicate to a broad audience with varying degrees of technical expertise (D).
Proficient documentation skills; able to fully document processes, procedures, and data flows effectively (E).
Confident and professional approach to challenging and supporting staff at all levels (E).
Effective time management skills: ability to work on multiple tasks simultaneously, prioritising tasks due to shifting priorities, fluctuating workloads, and deadline pressures (E).
Able to undertake work in a highly confidential manner (E).
Strong IT skills (D).
Previous experience working in an IT environment (D).
Previous experience working in Service Management (E).
Familiarity with process modelling software, such as MS Visio or Bizagi (D).
ITIL 4 Foundation certification (E).
ITIL 4 Practitioner: Problem Management certification (E) (or prepared to achieve within a year) OR alternatively ITIL 4 Specialist: Monitor, Support and Fulfil certification (E).
Prepared to develop ITIL skills further as required (E).
A full Drivers Licence (E).
Employee Benefits
Hybrid Working - Minimum of 5 days per month in the office
10% Performance related bonus
30 Days holiday and maximum of 8 public holidays (pro-rata)
Sick pay
4 Discretionary Christmas Closure Days
Contributory pension scheme
Life Assurance cover
Service time - 3 Volunteer days per year
Free onsite parking & Bike racks
Annual leave purchase scheme - up to a maximum of 10 days (subject to national minimum wage requirements)
Student Discount (access to Totum, Unidays & Student Beans)
CycleScheme
TechScheme
Opportunities for formal training and professional certification
Free access to Linkedin Learning
Free access to Future Learn short courses
Potential for internal promotion and advancement
Equality, diversity & inclusion
We are an inclusive and welcoming employer that encourages a wide range of applicants. We embrace diversity and want everyone to be able to bring their whole selves to work and succeed.
This is in line with King's College London (KCL).