Incident Management Specialist
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ITSM Specialist (Incident & Request)
Leeds, UK (1x a week) | Full-time | £60,000 - £65,000
We’re looking for an ITSM Specialist to help shape and improve service management processes across a large, complex organisation.
This is a process-focused role – ideal for someone passionate about embedding best practices, delivering continual improvement, and enabling teams to achieve operational excellence.
What you’ll do:
- Own and enhance the Incident process – from guidance to analytics and continual service improvement (CSI).
- Research, develop, and implement industry best practice.
- Act as Major Incident Manager on a rota basis.
- Provide process expertise and support for IT projects.
- Deliver process analytics to inform decisions and improvements.
- Educate IT and business teams on ITSM processes and customer experience.
- Explore and implement ServiceNow best practice enhancements.
- Support audits, accreditations, and project objectives.
- Keep up-to-date with industry developments through forums and memberships.
What you’ll bring:
- ITIL v3 Foundation (working towards v4).
- Experience across ITIL General Management & Service Management practices.
- Strong leadership skills and experience working across multiple teams.
- Excellent communication, interpersonal and relationship-building skills.
- Proactive, customer-focused approach with the ability to manage priorities in a fast-paced environment.
- Enterprise/Agile/Modern experience is a nice to have.
If you’re ready to take ownership of ITSM processes and deliver real change in a dynamic, international environment, we’d love to hear from you. Apply now
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