[Hiring] ITSM Operations Lead @RS Group

Role Description

We’re looking for an established ITSM Operations lead to support and coordinate the delivery of ITIL-aligned service operations across the organisation, ensuring consistent, high-quality support for business-critical systems. The role will assist in managing Incident including Major Incidents, Problem, Change, and Request Management processes, and act as a subject matter expert for operational service delivery.

• Support and champion ITIL processes across Incident, Problem, Change and Request Management.
• Coordinate Major Incidents (P1/P2) and manage P3 incidents, driving timely service restoration and stakeholder communication.
• Lead problem management activities, including root cause analysis, action tracking and lessons learned.
• Support Change Management processes, including CAB participation, risk assessment, change governance and communication of scheduled changes.
• Monitor service performance, analysing SLA/KPI trends and identifying opportunities for continuous improvement.
• Build effective relationships with internal teams, managed service providers and third-party partners to drive operational excellence.
• Act as an escalation point for service issues, ensuring ownership and resolution of aged or complex tickets.
• Support the onboarding of new services into the ITSM environment and maintain operational readiness.
• Participate in governance reviews and contribute to service reporting and performance management.
• Provide out-of-hours Major Incident support when required and coach colleagues on ITIL best practices.

Qualifications

• Experience in IT Operations or Service Support roles within a global or regional business.
• Working knowledge of ITIL v4 frameworks and practical application across service domains.
• Familiarity with managing SLAs, KPIs, and service improvement activities.
• Strong communication and stakeholder engagement skills.
• Ability to remain calm and focused under pressure, especially during major incidents.
• Analytical and problem-solving skills with a proactive approach.

Requirements

• ITIL Practitioner or ITIL v3 Expert certification.
• Experience with ServiceNow or similar ITSM platforms.
• Understanding of Agile and Waterfall project methodologies.
• Exposure to enterprise business systems and infrastructure environments.

Benefits

• Financial - pension/retirement; life assurance; salary finance (payroll deduction loan scheme)
• Wellbeing - medical plans; health screening; critical illness; disability insurance; holiday / paid time off; employee assistance programme; discounted gym/health club membership
• Lifestyle - transportation assistance schemes (e.g., cycle to work, travel loans, car leasing); onsite catering/lunch vouchers; retail discounts
• Spotlight – our global recognition programme provides a platform to highlight and recognise people role modelling our values