ITSM Process Specialist - IT Managed Services

About the role

The ITSM Process Specialist operates, manages and governs core ITIL-aligned processes across the Managed Services business unit and client accounts. Acting as a primary customer-facing point of contact, the role focuses heavily on Major Incident Management and Change Management while supporting overall process maturity and continual service improvement.

Key responsibilities

• Drive end-to-end incident resolution independently, lead Root Cause Analysis investigations, run incident trending analysis and coordinate resolution across internal support teams, vendors and clients to minimise downtime.
• Govern change request workflows, maintain Configuration Item integrity and reconcile CI data completeness and accuracy against agreed data sources.
• Support core ITSM processes including IT Asset, Request, Knowledge and Problem Management, and manage process deployment and onboarding for new client contracts.
• Produce operational reporting and service metrics, educate service leads on using them and identify opportunities to optimise service delivery.
• Act as a key customer-facing liaison to build strong operational relationships, align service delivery with contractual commitments and keep clients informed about their technology landscape.

Required profile

• Proven background in operational ITSM process management under the ITIL framework, with specific expertise in Major Incident and Change Management.
• Ability to handle high-priority incidents independently and direct operational teams through root-cause investigations under pressure.
• Exceptional customer-facing, relationship management and influencing skills across juniors, peers, managers, executives and clients.
• Recent hands-on experience with the ServiceNow platform (highly desirable).
• ITIL Foundation certification (v3 or v4 minimum) and a university degree in an IT discipline, or equivalent progressive enterprise-level IT experience.

Required skills

• ITIL (v3/v4) and ITSM process governance
• ServiceNow (highly desirable)
• MS 365: Word, Excel, PowerPoint, SharePoint