We're seeking an experienced IT Service Management Specialist with strong experience in the Problem Managment lifecyle to join the Service Integration and Operations team. This role is critical in leading the implementation and continuous improvement of Problem Management, reducing recurring incidents, and maturing ITIL®-aligned practices.
You'll work closely with cross-functional teams and external partners to ensure effective service delivery, tool optimisation, and process alignment with strategic business goals.
Carry out the following Responsibilities
Lead and enhance the Problem Management function to reduce incident recurrence and drive long-term stability.
Support broader ITIL® process maturity, including incident, change, and service level management.
Maintain and optimise ITSM tools like ServiceNow for accurate reporting and process alignment.
Collaborate with business and technical stakeholders to prioritise and manage ITSM processes effectively.
Develop and deliver service reporting and trend analysis to inform data-driven improvements.
Liaise with vendors and partners to ensure compliance with SLAs and performance standards.
Promote continuous service improvement across all ITSM practices through insight, communication, and stakeholder engagement.
To be successful in this role we are seeking someone who posses the following skills and experience
Essential:
ITIL® 4 Foundation Certification or strong experience working to ITIL V4 frameworks
2+ years in a similar ITSM role idelly within the Financial Services space
Proven experience leading or managing Problem Management
Skilled in tools like ServiceNow or Jira
Strong stakeholder engagement and communication skills
Experience improving processes and metrics (KPIs, SLAs)
Desirable:
Degree in IT, Computer Science, or related field
Advanced ITIL® certifications (e.g., Problem Management Specialist)
Familiarity with cloud, infrastructure, Agile frameworks, and regulatory compliance (e.g., ISO27001, CPS234
If this sounds like the role for you apply now as this is for an immediate start.
