Corsham, United Kingdom | Posted on 11/05/2026
Role Title: ITIL Service Management Specialist
Security: SC clearance, Sole UKnational
Duration: Finish date: 25 September 2026 – likely extension
Location: Hybrid, min 2dpw in Corsham
Role Purpose:
To provide expertITIL-aligned service management support within the Close Support Partner CyberResilience Programme team, ensuring efficient and effective service operationsand continuous improvement. This role involves applying ITIL best practices toenhance service delivery, support key service management processes, andcontribute to the overall maturity of service management capabilities withinthe programme.
Key Responsibilities:
* ApplyITIL best practices to enhance the efficiency and effectiveness of servicedelivery within ESD.
* Supportthe implementation and adherence to ITIL processes, including IncidentManagement, Problem Management, Change Management, and Request Fulfilment.
* Assistin the monitoring and reporting of service performance against agreedService Level Agreements (SLAs) and Operational Level Agreements (OLAs).
* Collaboratewith service owners, operational teams, and stakeholders to identify areasfor service improvement and contribute to Continuous Service Improvement(CSI) initiatives.
* Contributeto the development and maintenance of service management documentation,policies, and procedures.
* Facilitatecommunication and coordination between various IT teams and business unitsto ensure seamless service operations.
* Provideguidance and support on ITIL principles to team members and stakeholdersas required.
Core Skills & Experience Required:
* DemonstrableITIL qualification (e.g., ITIL Foundation, ITIL Practitioner, or ITILManaging Professional).
* Provenexperience in an IT Service Management role, applying ITIL principles in apractical operational environment.
* Strongunderstanding of IT service delivery processes and best practices.
* Abilityto work effectively with diverse technical and non-technical stakeholders.
* Excellentcommunication, interpersonal, and organisational skills.
* Experiencein contributing to service improvement initiatives and processoptimisation.
* Abilityto work proactively and independently, managing multiple priorities in adynamic environment.
* Experiencewith Service Management tools (e.g., ServiceNow, Remedy).
* Familiaritywith Defence Digital or government IT environments.
* Additionalcertifications in related areas (e.g., Lean IT, Agile).
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