Role Title: ITIL Service Management Specialist
Security: SC clearance, Sole UK national
Duration: Finish date: 25 September 2026 – likely extension
Start date: ASAP
Location: Hybrid, min 2dpw in Corsham
Role Purpose:
To provide expert ITIL-aligned service management support within the Close Support Partner Cyber Resilience Programme team, ensuring efficient and effective service operations and continuous improvement. This role involves applying ITIL best practices to enhance service delivery, support key service management processes, and contribute to the overall maturity of service management capabilities within the programme.
Key Responsibilities:
* Apply ITIL best practices to enhance the efficiency and effectiveness of service delivery within ESD.
* Support the implementation and adherence to ITIL processes, including Incident Management, Problem Management, Change Management, and Request Fulfilment.
* Assist in the monitoring and reporting of service performance against agreed Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
* Collaborate with service owners, operational teams, and stakeholders to identify areas for service improvement and contribute to Continuous Service Improvement (CSI) initiatives.
* Contribute to the development and maintenance of service management documentation, policies, and procedures.
* Facilitate communication and coordination between various IT teams and business units to ensure seamless service operations.
* Provide guidance and support on ITIL principles to team members and stakeholders as required.
Core Skills & Experience Required:
* Demonstrable ITIL qualification (e.g., ITIL Foundation, ITIL Practitioner, or ITIL Managing Professional).
* Proven experience in an IT Service Management role, applying ITIL principles in a practical operational environment.
* Strong understanding of IT service delivery processes and best practices.
* Ability to work effectively with diverse technical and non-technical stakeholders.
* Excellent communication, interpersonal, and organisational skills.
* Experience in contributing to service improvement initiatives and process optimisation.
* Ability to work proactively and independently, managing multiple priorities in a dynamic environment.
Desirable Skills:
* Experience with Service Management tools (e.g., ServiceNow, Remedy).
* Familiarity with Defence Digital or government IT environments.
* Experience in a large-scale enterprise service delivery context.
* Additional certifications in related areas (e.g., Lean IT, Agile).