ITSM Process Owner - Incident & Problem Management
* Full-time
What You’ll Do
* Own the end-to-end governance, consistency, and continual improvement of one or more ITIL process domains across Primark’s technology estate, ensuring alignment with business needs, ITSM strategy, and compliance across internal teams and third‑party partners, reporting to the Service Assurance Lead.
* Act as the accountable owner for assigned ITIL processes (e.g., Incident, Problem, Change Management), defining, documenting, and maintaining policies, standards, workflows, and procedures while ensuring consistent adoption, governance, and compliance against agreed KPIs and SLAs.
* Serve as the subject matter expert and escalation point for process-related issues, supporting integration with ITSM tools such as ServiceNow, identifying optimisation and automation opportunities, and collaborating with Service Desk, Service Owners, Transition Managers, Product Teams, and Engineering to ensure operational supportability.
* Define, maintain, and analyse process metrics and KPIs, lead performance and compliance reviews, and deliver regular dashboards and reports to the Service Assurance Lead and stakeholders, highlighting trends, risks, insights, and improvement opportunities.
* Identify, prioritise, and implement Continual Service Improvement initiatives to improve maturity, efficiency, and service quality; facilitate improvement workshops and reviews; track progress and outcomes, ensuring alignment with broader ITSM and organisational objectives.
* Engage and collaborate with internal service teams, product and engineering functions, and third‑party providers to drive process adherence and shared accountability, promote awareness of process value and behaviours, and support training and change communication initiatives.
What You’ll Bring
* 4+ years of experience in IT Service Management with proven responsibility for managing or owning ITIL processes, supported by a strong understanding of ITIL v4 (or v3) in enterprise and multi‑supplier environments.
* Demonstrated experience implementing, governing, and improving ITSM processes across internal teams and external providers, including managed service providers and SIAM or multi‑vendor operating models.
* Proficiency in ITSM platforms such as ServiceNow and associated reporting tools, with the ability to monitor performance, compliance, and improvement opportunities.
* Strong analytical and problem‑solving capability, using data‑driven insights to support decision‑making, process optimisation, and continual improvement initiatives.
* Excellent communication, collaboration, and stakeholder engagement skills, with the ability to influence process adoption, compliance, and behavioural change across diverse teams.
* Desirable experience including ITIL v4 Managing Professional or Intermediate certification, retail or distributed business environments, leading CSI or process maturity assessments, and familiarity with Agile or DevOps ways of working and their integration with ITSM processes.
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