ITSM Practice Specialist in London

The Service Enablement Alignment & Strategy Office has a great opportunity for a high-energy ITSM Practice Specialist who is passionate about being part of a high performing team that builds and governs IT Service Management practices that drive great user and stakeholder experiences and productivity. This highly collaborative role involves assisting in leading the work across the ITSM organization and the larger technology enterprise to improve existing practices and define and implement new and emerging ITSM strategies and solutions. The role requires strong strategic thinking, cross‐group collaboration, and comfort reporting to senior leaders.

The ITSM Practice Specialist is part of a larger team delivering IT Service Management frameworks and practice governance to meet the requirements of the larger organization. The focus is on translating specific business requirements into executable ITIL‐based processes, continuously improving service management through established frameworks, process alignment, customer relations, and enterprise-wide adoption of ITSM.

You will work closely with data and partner with internal teams as well as ITSM tools to drive feature and capability improvements. This challenge involves ground‐level participation and close proximity to partners and stakeholders, often a customer who is also the end user. The role requires strong stakeholder and end‐user empathy, ownership, and eagerness to drive clarity through ambiguity.

The ideal candidate is a self‐driven individual with strong technical acumen, relationship‐building skills, and an understanding of the business:

• Demonstrates a growth mindset and takes pride in creating an environment where everyone does their best work and feels empowered to bring their authentic selves.
• Passionate about making others successful.
• Customer‐obsessed, focusing on building what stakeholders need rather than what they want.
• Hungry to succeed, willing to take risks, fail fast if needed, and try again.
• Excellence in leading partner collaboration across multiple teams both within and outside our organization boundaries.

Responsibilities

• Engage and facilitate ITIL strategy discussions that result in rich, intuitive employee experiences utilizing IT Service Management practices and tools.
• Establish relationships, influence, and manage dependencies with partners and position our team as contributors to the ITSM practice strategy.
• Develop frameworks in collaboration with process owners that comply with Business Technology Standards and deliver seamless integration with all ITSM practices.
• Work with ITSM process owners, internal teams, and stakeholders to ensure processes are aligned across the organization and follow ITIL best practices.
• Promote awareness and adoption of ITSM practices and tools across the enterprise through proper training and communication channels.
• Provide feedback, insight, and solutions on the effectiveness and efficiency of processes, teams, tools, and partners.
• Update practice documentation as authorized.
• Thrive in ambiguity and create clarity for the Service Enablement Alignment & Strategy Office team.
• Deliver success through empowerment and accountability by modeling, coaching, and caring.
• Model – live our culture; embody our values; practice and promote our ITSM principles.
• Coach – define team objectives and outcomes; enable success across boundaries; help the team adapt and learn.
• Care – champion and advocate for our customers in evolving their experience with ITSM practices and tool suites, and use automation to solve challenges.
• Be positive, inclusive, and collaborative to do its best work.

Required Qualifications

• 6+ years of ITSM practice experience.
• Ability to drive complex ITSM frameworks, practice and policy adoption, and thrive in a work environment that requires strong problem‐solving skills and independent self‐direction, coupled with an aptitude for team collaboration and open communication.
• Strong background in cloud and ITSM software for enterprise – part of your role will be collaborating with ITSM tools teams to build experiences that connect to and integrate with a variety of other tools and technologies.
• Strong technical aptitude with excellent visual and verbal communication skills and ability to influence business and technical decision makers.
• Ability to build trust and work collaboratively with a broad spectrum of leadership and stakeholders.
• Ability to work well independently as well as part of a team, bringing a sense of urgency to the tasks at hand.
• High level of initiative, self‐motivation, resourcefulness, collaboration and patience.
• Strong oral and written communication skills.
• ITIL v3 fundamentals certification or higher.

Preferred Qualifications

• BS or higher in Computer Science, Engineering, or related technical experience.