ITIL Service Management Specialist
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).