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- Tasks: Lead high-quality IT service delivery and manage major incidents with a focus on excellence.
- Company: Join Havering Council, a dynamic workplace with a commitment to community and innovation.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Why this job: Make a real impact in IT service management while enhancing user experience.
- Qualifications: Degree or equivalent experience, ITIL certifications, and strong communication skills.
- Other info: Work in a vibrant environment with excellent transport links and green spaces.
The predicted salary is between 36000 - 60000 £ per year.
We’re seeking a dynamic and experienced IT Service Management Specialist to lead the delivery of high-quality IT services across the Council. This role is central to ensuring operational excellence through the application of ITIL principles, with a strong focus on Major Incident Management, Problem Management, and Service Level performance.
Main duties and responsibilities include:
- Leading the Council’s response to Major Incidents, ensuring swift coordination, resolution, and communication across stakeholders.
- Managing the Problem Management lifecycle—diagnosing root causes, implementing preventative measures, and maintaining documentation within the configuration management system.
- Monitoring and reporting on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure consistent and reliable service delivery.
- Overseeing third-party support contracts, negotiating service credits, and enforcing contractual terms to maintain high standards.
- Maintaining and publishing a clear and accessible Service Catalogue, ensuring users understand available services and how to access them.
- Managing IT assets issued to end-users, including secure storage, distribution, reassignment, and disposal.
- Supporting financial planning and budget monitoring, identifying risks to expenditure and providing timely reports.
- Deputising for the Head of IT Service Delivery and participating in out-of-hours support on a rota basis (additional payment provided).
- Leading stakeholder engagement strategies, including complaint handling, issue resolution, and lessons learned.
- Promoting financial and commercial awareness to ensure value-for-money service delivery.
- Maintaining accurate records of systems, services, contracts, and assets in the Configuration Management Database (CMDB).
- Supporting risk identification, assessment, and mitigation across IT service delivery.
About You Experience: We’re seeking a candidate who brings:
- A degree or equivalent work-related attainment or experience.
- Relevant certifications aligned with ITIL and service management (e.g., ITIL Foundation or Practitioner).
- Proven experience in managing major incidents, problem resolution, and service level performance.
- Strong understanding of ITIL processes and their impact on service delivery and user experience.
- Experience managing supplier relationships and contractual obligations.
- Excellent communication and stakeholder engagement skills.
- Leadership in operational management and collaborative working across diverse teams.
Closing date: 1st January 2026 (Please note: We may close the vacancy early if interest is high.) You will be notified if your application has been successful. Interview date to be confirmed.
If you need help with your online application, contact the Recruitment Helpdesk on 01708 432770.
We want everyone to choose Havering. When you apply for a job with us, your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. Our residents and service users come from all walks of life, and so do our employees.
The London Borough of Havering has important responsibilities for safeguarding and promoting the welfare of children, young people and vulnerable adults. If you are appointed to a job that involves working with these groups, you may be subject to a Disclosure and Barring Service (DBS) check.
Please attach your supporting statement, explaining in no more than x2 A4 sides why and how you meet the criteria for this role. We practice anonymised recruitment. Please ensure that you remove all personal information from any documents that you upload.
About Us: With its excellent transport links into central London, extensive town centre regeneration and the highest concentration of green space anywhere in London, Havering has a unique offer as a place to live, work and visit. By making the most of its position and opportunities, Havering is becoming a hub for start-ups and expanding businesses, as well as construction, logistics, engineering and manufacturing industries.
Find out why you should work for Havering Council.
Locations: TOWN HALL, ROMFORD, RM1 3BD, GB
IT Service Management Specialist in Romford employer: Havering Education Services
Contact Detail:
Havering Education Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Management Specialist in Romford
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT service management field. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews! Research common questions related to ITIL principles and major incident management. Practise your responses, focusing on your experience with problem resolution and stakeholder engagement. Confidence is key!
✨Tip Number 3
Showcase your skills online! Update your LinkedIn profile and include relevant certifications and experiences. Share articles or insights about IT service management to demonstrate your knowledge and passion for the field.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Tailor your supporting statement to highlight how you meet the criteria for the role, especially your experience with SLAs and KPIs.
We think you need these skills to ace IT Service Management Specialist in Romford
Some tips for your application 🫡
Tailor Your Supporting Statement: Make sure to customise your supporting statement to highlight how your experience aligns with the role. Use specific examples that demonstrate your skills in ITIL principles, Major Incident Management, and Problem Management.
Showcase Your Communication Skills: Since this role involves a lot of stakeholder engagement, it’s crucial to showcase your communication skills. Mention any experiences where you’ve successfully managed relationships or resolved issues with stakeholders.
Highlight Relevant Certifications: Don’t forget to mention any relevant certifications you have, especially those aligned with ITIL. This shows us that you’re serious about your professional development and understand the importance of service management.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way to ensure your application gets the attention it deserves, so don’t miss out!
How to prepare for a job interview at Havering Education Services
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL principles, especially around Major Incident Management and Problem Management. Be ready to discuss how you've applied these in past roles, as this will show your understanding of their impact on service delivery.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that test your problem-solving skills. Think of specific examples where you've successfully managed incidents or improved service levels, and be prepared to explain your thought process and the outcomes.
✨Showcase Your Stakeholder Engagement Skills
Communication is key in this role, so be ready to share examples of how you've effectively engaged with stakeholders. Highlight any experience you have in complaint handling or issue resolution, as this will demonstrate your ability to manage relationships.
✨Understand the Service Catalogue
Familiarise yourself with the concept of a Service Catalogue and be prepared to discuss how you would maintain and publish it. This shows that you understand the importance of clear communication regarding available services and user access.