ITSM Specialist

This is a strategic process improvement and subject matter expert (SME) role, focused on driving modern, data-informed service excellence.  It is not an administrative or technical position.

As an ITSM Specialist, you will support the Senior Service Management Lead in evolving across ITSM Office-supported processes to meet the demands of modern, agile, and product-oriented IT organisation.  You will act as a process SME for selected ITSM practices, using automation, analytics, and user-centric design to deliver measurable improvements and enhance service maturity.

Main duties and responsibilities

• Owning and evolving ITSM processes, ensuring they are fit-for-purpose, scalable, and aligned with business goals and industry best practices.

• Leveraging automation and AI capabilities within the ITSM Tool to streamline workflows and reduce manual effort.

• Collaborating with product and platform teams to embed ITSM practices into agile delivery models.

• Using modern visualisation tools and dashboards to communicate insights and performance trends.

• Driving adoption of digital-first practices and self-service capabilities across ITSM processes.

• Identifying and implementing continual service improvements using data-driven insights and industry best practices.

• Delivering analytics and reporting to measure process performance and identify improvement opportunities.

• Providing expert guidance and support to IT and business teams on ITSM processes and best practices.

• Acting as a stakeholder in IT and business projects, ensuring process alignment and governance.

• Supporting the Major Incident Management rota, contributing to effective resolution and post-incident learning.

• Championing customer experience, ensuring processes are designed with the end-user in mind.

• Exploring and recommending enhancements to ServiceNow modules to support process maturity.

• Supporting internal and external audits, ensuring process compliance and readiness.

• Educating and enabling teams through training, documentation, and coaching on ITSM processes.

• Staying current with industry trends, participating in forums and professional communities to bring fresh thinking into the organisation.

About you

• Certified in ITIL v4.

• Experience working in modern IT environments, including agile, DevOps, or product-platform operating models.

• Familiarity with digital transformation initiatives and how ITSM supports evolving business needs.

• Ability to translate complex process requirements into intuitive, user-friendly experiences.

• Experience with modern reporting and analytics tools (e.g. ServiceNow Performance Analytics, Power BI).

• Proven experience in ITIL General Management and Service Management practices.

• Demonstrated ability to drive process improvements and deliver measurable outcomes.

• Strong analytical skills with the ability to interpret data and translate insights into action.

• Excellent communication and stakeholder engagement skills.

• Comfortable working across multiple teams and managing competing priorities.

• Proactive, self-motivated, and able to manage workload independently.

• Customer-focused mindset with a passion for service excellence.

• Experience with ServiceNow or similar ITSM platforms is desirable.