ITIL Service Management Specialist

About the role

We are looking for an ITIL Service Management Specialist to join the Close Support Partner Cyber Resilience Programme team. The role will apply ITIL best practices to support efficient service operations, drive continuous improvement and ensure compliance with service level agreements.

Key responsibilities

• Apply ITIL best practices to improve service delivery efficiency within ESDS.
• Support implementation and adherence to ITIL processes such as Incident, Problem, Change Management and Request Fulfilment.
• Monitor and report service performance against SLAs and OLAs.
• Collaborate with service owners, operational teams and stakeholders to identify improvement opportunities and contribute to Continuous Service Improvement initiatives.
• Develop and maintain service management documentation, policies and procedures.
• Facilitate communication and coordination between IT teams and business units to ensure seamless service operations.
• Provide guidance on ITIL principles to team members and stakeholders as required.

Required profile

• Demonstrable ITIL qualification (Foundation, Practitioner or Managing Professional).
• Proven experience in an IT Service Management role applying ITIL principles.
• Strong understanding of IT service delivery processes and best practices.
• Ability to work effectively with both technical and non‑technical stakeholders.
• Excellent communication, interpersonal and organisational skills.
• Experience contributing to service improvement initiatives and process optimisation.
• Proactive, independent working style with the ability to manage multiple priorities.

Required skills

• ITIL
• ServiceNow (or similar Service Management tool)
• Remedy (or similar Service Management tool)