At a Glance
- Tasks: Support ITV's addressable advertising platform and enhance service management processes.
- Company: Join ITV, a leading broadcaster transforming into a digital-first business.
- Benefits: Enjoy a hybrid work environment with opportunities for growth and learning.
- Other info: Apply by 18th July 2025; early applications encouraged due to high interest.
- Why this job: Make a real impact in a fun, tech-driven team focused on customer satisfaction.
- Qualifications: 1-3 years in Service Management or Technical Support; familiarity with ITIL and Agile is a plus.
The predicted salary is between 30000 - 42000 € per year.
Join to apply for the Service Management Specialist role at ITV
Join to apply for the Service Management Specialist role at ITV
Workplace: ITV White City, London - Hybrid
Closing Date: 18th July 2025
Service Management Specialist
The Service Management Specialist (internally known as Service Management Analyst) will be part of a wider Service Management & Operations team responsible for providing service, support and operations for internal and external users of ITV’s addressable advertising platform Planet V, as well as a suite of Commercial Technology systems.
You will play an important role in supporting our Service Management & Operations activities and processes which will contribute to the service performance, availability and security of our supported systems. This position offers a chance to leverage your organisational, problem-solving and service management expertise to make a meaningful difference and provide the best possible service.
We are looking for an individual who is passionate about technology, processes and service management.
The team
Millions of people use the products we build. We\'re customer focused, informed by data and have a product mindset, using state-of-the-art cloud-first technology. Iterating and evolving daily. In a fast-changing world, we not only make sure our systems work effectively but our Technology teams are spearheading the transformation to a digital-first business. There’s never been a more exciting time to join us.
As part of the Commercial Technology & Change team, your focus will be on supporting ITV\'s Commercial business in driving revenue streams across a wide range of systems, applications and users. When you join us, you enter a fun working environment with opportunities to learn, to grow and make a real difference.
Responsibilities:
The role will work across a wide range of Service Delivery and Service Management tasks and activities which may include but are not limited to the following:
Service Reporting and Service Reviews
- Support the team in preparing reports covering SLAs, KPIs, service insights and performance trends
- Facilitate the preparation and presentation of service and support performance reviews at relevant internal team and external forums
- Interrogate and use ITSM and Reporting Tools to extract and collate insights, trends and service performance data
- Support and facilitate cross departmental Incident Retrospectives and documenting the outcome in the form of an Incident Report
- Analyse incident trends and log problem records to drive root cause analysis and workarounds
- Tracking and reporting on Problem Management actions and activities and presenting trends and service risks at relevant forums
- Assist in running a programme of CSI within the Service Management & Operations team
- Collaborate with Engineering, QA, Product Teams and others to pinpoint and drive forward service improvement opportunities
- Collate data to measure benefits realisation of CSI initiatives and report progress at key forums
Audit and Compliance
- Work with the technology team to prepare for and provide ongoing assurance of compliance with industry standards and regulatory requirements covering security and general technology operational controls.
- Collaborate and support cross-functional teams to respond to internal and external audits, and track/report on the identification and mitigation of risks.
- Participate in hands-on audit control activities and remediation tasks
Service Introduction
- Support the Service Design & Transition Team to facilitate a smooth handover of all new or updated services to the Service Management & Operations team.
- Contribute to the Operational Readiness tasks and work required to support the Go-Live of new services
- Participate and contribute to Early Life Support processes and forums
General
- Contribute as necessary to broader IT Service Management processes and deliverables required to support ongoing service operations
- Support the Service Management & Operations team on shared tasks, including organising monthly team meetings, team events, maintaining documentation, and facilitating cross team initiatives.
Skills you’ll need (minimum criteria)
- At least 1–3 years’ experience in Service Management, Technical Support or Operations roles
- Experience or exposure of ITSM and Agile Project/Task Management tools
- Practical experience in, exposure to, or a solid understanding of ITIL, Service Management or Support processes
- Experience of creating and producing reports covering KPIs/metrics data and trends
- Can confidently and competently facilitate and lead meetings, and possesses strong stakeholder communication skills.
- Documentation skills, and experience in proactively maintaining and reviewing documentation to ensure it remains relevant and in use
- Passionate about delivering high quality outputs and strong attention to detail when completing tasks
- Self-Starter and self-motivated with the ability to work independently on actions and identify improvements.
Other things we’re looking for (key criteria)
- Exposure or understanding of technology audits, compliance, and risk management processes for Technology systems and operations (desirable)
- Familiarity with Agile and DevOps methodologies (desirable)
- Able to organise and prioritise responsibilities across different workstreams at the same time
- Experience or good understanding of Problem Management practices and facilitating reviews to drive root cause analysis and improvements
- Experience of analysing problem trends and driving through suggested solutions
- An interest in media, technology and service management (desirable)
- Exposure to or hands on experience within media or advertising technologies (desirable)
Closing date: Midnight 18th July 2025
Please note, on occasion we may receive a very large volume of applications which means applications for a role may close earlier than the referenced closing date. We’d encourage you to apply as soon as possible if interested.
Seniority level
Seniority level
Associate
Employment type
Employment type
Full-time
Job function
Job function
Product Management and Information TechnologyIndustries
Broadcast Media Production and Distribution
Referrals increase your chances of interviewing at ITV by 2x
Get notified about new Service Management Specialist jobs in London Area, United Kingdom.
Sidcup, England, United Kingdom 6 days ago
London, England, United Kingdom 1 week ago
London, England, United Kingdom 3 weeks ago
London, England, United Kingdom 1 day ago
TikTok LIVE - Global Customer Service Operations Manager
London, England, United Kingdom 17 hours ago
London, England, United Kingdom 1 week ago
London, England, United Kingdom 4 days ago
London, England, United Kingdom 6 days ago
Croydon, England, United Kingdom 4 hours ago
IT Service Manager - Device Lifecycle Management EUROPE (F/M/D)
London, England, United Kingdom 19 hours ago
London, England, United Kingdom 1 week ago
London, England, United Kingdom 2 days ago
London, England, United Kingdom 5 days ago
Stepney, England, United Kingdom 2 days ago
Bexley, England, United Kingdom 1 week ago
Loughton, England, United Kingdom 1 day ago
Wembley, England, United Kingdom 2 weeks ago
London, England, United Kingdom 1 week ago
Maidstone, England, United Kingdom 4 days ago
Customer Service Operations Manager – Payments & Shipping
London, England, United Kingdom 4 days ago
Customer Service Manager - Hospitality Airport Lounge
Hounslow, England, United Kingdom 4 days ago
London, England, United Kingdom 1 month ago
London, England, United Kingdom 4 days ago
London, England, United Kingdom 1 month ago
Watford, England, United Kingdom 4 days ago
Enhanced Access (EA) Hub Service Manager
London, England, United Kingdom 1 day ago
London Area, United Kingdom £110,000.00-£125,000.00 5 hours ago
Brentford, England, United Kingdom 1 month ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-LjbffrService Management Specialist in London employer: ITV
At ITV, we pride ourselves on being an exceptional employer, offering a vibrant and inclusive work culture that fosters innovation and collaboration. Located in the heart of London, our hybrid working model provides flexibility while ensuring you are part of a dynamic team dedicated to driving technological advancements in the media industry. With ample opportunities for professional growth and development, you'll be empowered to make a meaningful impact in your role as a Service Management Specialist.
StudySmarter Expert Advice🤫
We think this is how you could land Service Management Specialist in London
✨Tip Number 1
Familiarise yourself with ITV's addressable advertising platform, Planet V. Understanding how it operates and its significance in the industry will help you demonstrate your passion for technology and service management during interviews.
✨Tip Number 2
Network with current or former employees of ITV, especially those in the Service Management & Operations team. They can provide valuable insights into the company culture and expectations, which can be beneficial when preparing for interviews.
✨Tip Number 3
Stay updated on the latest trends in ITSM and Agile methodologies. Being knowledgeable about these areas will not only enhance your understanding but also show your commitment to continuous learning, which is highly valued at ITV.
✨Tip Number 4
Prepare to discuss specific examples of how you've contributed to service improvement initiatives in previous roles. Highlighting your problem-solving skills and ability to drive root cause analysis will resonate well with the hiring team.
We think you need these skills to ace Service Management Specialist in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights relevant experience in Service Management, Technical Support, or Operations roles. Emphasise your familiarity with ITIL and any experience with ITSM tools, as these are key for the role.
Craft a Compelling Cover Letter:In your cover letter, express your passion for technology and service management. Mention specific examples of how you've contributed to service performance or improvements in previous roles, showcasing your problem-solving skills.
Highlight Relevant Skills:Clearly outline your skills related to service reporting, compliance, and stakeholder communication. Use bullet points to make it easy for the hiring team to see your qualifications at a glance.
Show Enthusiasm for ITV:Research ITV and mention why you want to work there specifically. Highlight your interest in media and technology, and how you can contribute to their mission of providing excellent service in the advertising space.
How to prepare for a job interview at ITV
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Service Management Specialist. Familiarise yourself with ITV's addressable advertising platform, Planet V, and how it integrates with their Commercial Technology systems. This knowledge will help you demonstrate your enthusiasm and suitability for the role.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully identified and resolved issues. Highlight your analytical skills, especially in relation to incident trends and root cause analysis, as these are crucial for the role.
✨Familiarise Yourself with ITIL and ITSM
Since the role requires a solid understanding of ITIL and ITSM processes, brush up on these frameworks. Be ready to discuss how you've applied these principles in previous roles, particularly in service management or technical support.
✨Prepare for Stakeholder Communication
Strong communication skills are essential for this position. Think about how you can effectively communicate complex information to various stakeholders. Practice articulating your thoughts clearly and confidently, as you'll likely need to facilitate meetings and present reports.
