Rate: £500-£550 Inside IR35
Duration: 12 months initially (open to extend)
Location: Remote
We are seeking an experienced IT Process Manager with a strong foundation in ITIL practices and a proven track record of driving process improvement within complex IT environments. This role requires a strategic thinker who can analyse trends, manage process changes, ensure compliance with best practices, and lead major technology event resolutions while fostering collaboration across teams.
Key Responsibilities
1. Manage and report on end-to-end process activities, ensuring efficiency, accuracy, and adherence to ITIL principles.
2. Document, maintain, and continually improve the process map.
3. Identify areas for process optimization and implement improvements.
4. Conduct root cause analysis for process-related issues and develop effective resolution plans.
5. Manage changes to processes, ensuring smooth adoption and minimal disruption.
6. Monitor and analyse complex data sets to identify operational trends and risks.
7. Develop and execute mitigation strategies for identified risks.
8. Lead technical and business discussions to support incident resolution efforts.
9. Train, mentor, and coach junior staff on process-related best practices.
10. Handle major technology events, including preparing and distributing executive-level summary communications.
11. Ensure compliance with industry best practices and utilize advanced incident management tools effectively.
12. Communicate process changes and improvement initiatives to stakeholders at all levels.
13. Participate in a scheduled work shift and on-call rotation to provide 24x7x365 coverage.
Required Qualifications
1. Bachelor’s degree in Computer Science, Business Administration, or a related field; or equivalent combination of education and experience.
2. Minimum of 2 years in an IT Service Management (ITSM) environment.
3. Strong knowledge of ITIL practices and incident management frameworks.
4. Excellent analytical skills for data interpretation and process evaluation.
5. Proven ability to communicate effectively with both technical and non-technical stakeholders.
6. Demonstrated experience leading process improvement initiatives.
Preferred Skills
1. ITIL certification (Foundation or higher).
2. Experience with major ITSM tools (e.g., ServiceNow, BMC Remedy, Cherwell).
3. Background in enterprise-level, complex IT environments.
Soft Skills
1. Exceptional problem-solving abilities.
2. Strong organizational skills with attention to detail.
3. Ability to perform effectively in high-pressure, fast-paced situations.
4. Collaborative and team-oriented mindset.
Work Environment
This role requires participation in a rotating on-call schedule and occasional extended hours to support critical incidents.