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For Companies At a Glance
- Tasks: Lead and enhance IT service management processes for a large organisation.
- Company: Join a dynamic, international company focused on operational excellence.
- Benefits: Enjoy a competitive salary, flexible working, and opportunities for professional growth.
- Why this job: Make a real impact by improving IT processes and customer experience.
- Qualifications: ITIL v3 Foundation required; experience in IT service management preferred.
- Other info: Work in Leeds with a hybrid model, just one day a week in the office.
The predicted salary is between 48000 - 52000 £ per year.
Job Description
ITSM Specialist (Incident & Request)
Leeds, UK (1x a week) | Full-time | £60,000 – £65,000
We're looking for an ITSM Specialist to help shape and improve service management processes across a large, complex organisation.
This is a process-focused role – ideal for someone passionate about embedding best practices, delivering continual improvement, and enabling teams to achieve operational excellence.
What you'll do:
- Own and enhance the Incident process – from guidance to analytics and continual service improvement (CSI).
- Research, develop, and implement industry best practice.
- Act as Major Incident Manager on a rota basis.
- Provide process expertise and support for IT projects.
- Deliver process analytics to inform decisions and improvements.
- Educate IT and business teams on ITSM processes and customer experience.
- Explore and implement ServiceNow best practice enhancements.
- Support audits, accreditations, and project objectives.
- Keep up-to-date with industry developments through forums and memberships.
What you'll bring:
- ITIL v3 Foundation (working towards v4).
- Experience across ITIL General Management & Service Management practices.
- Strong leadership skills and experience working across multiple teams.
- Excellent communication, interpersonal and relationship-building skills.
- Proactive, customer-focused approach with the ability to manage priorities in a fast-paced environment.
- Enterprise/Agile/Modern experience is a nice to have.
If you're ready to take ownership of ITSM processes and deliver real change in a dynamic, international environment, we'd love to hear from you. Apply now
ITSM Specialist (Incident & Request) employer: La Fosse Associates Limited
Contact Detail:
La Fosse Associates Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ITSM Specialist (Incident & Request)
✨Tip Number 1
Familiarise yourself with ITIL best practices, especially focusing on Incident Management and Continual Service Improvement. This will not only help you understand the role better but also allow you to speak confidently about how you can contribute to enhancing these processes.
✨Tip Number 2
Network with current ITSM professionals through LinkedIn or industry forums. Engaging in discussions about challenges and solutions in service management can provide you with insights that will be valuable during interviews.
✨Tip Number 3
Stay updated on the latest trends and tools in ITSM, particularly around ServiceNow enhancements. Being knowledgeable about current developments will demonstrate your commitment to continuous improvement and innovation.
✨Tip Number 4
Prepare to discuss specific examples of how you've successfully implemented process improvements in past roles. Highlighting your proactive approach and results-driven mindset will resonate well with the hiring team.
We think you need these skills to ace ITSM Specialist (Incident & Request)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT service management, particularly focusing on incident management and process improvement. Use keywords from the job description to align your skills with what the company is looking for.
Craft a Compelling Cover Letter: In your cover letter, express your passion for ITSM and your understanding of best practices. Mention specific examples of how you've successfully implemented improvements in previous roles, and how you can bring that expertise to this position.
Showcase Your ITIL Knowledge: Since the role requires knowledge of ITIL practices, be sure to mention your ITIL v3 Foundation certification and any steps you're taking towards v4. Discuss how your understanding of ITIL has influenced your work in service management.
Highlight Leadership and Communication Skills: Given the emphasis on leadership and collaboration in the job description, provide examples of how you've effectively led teams or projects. Illustrate your communication skills by detailing how you've educated others on ITSM processes.
How to prepare for a job interview at La Fosse Associates Limited
✨Showcase Your ITIL Knowledge
Make sure to highlight your understanding of ITIL practices, especially if you have experience with v3 and are working towards v4. Be prepared to discuss how you've applied these principles in past roles.
✨Demonstrate Process Improvement Experience
Prepare examples of how you've successfully enhanced service management processes in previous positions. Discuss specific metrics or outcomes that resulted from your initiatives to show your impact.
✨Communicate Effectively
Since this role requires excellent communication skills, practice articulating your thoughts clearly. Be ready to explain complex ITSM concepts in a way that is easy to understand for non-technical stakeholders.
✨Be Proactive and Customer-Focused
Emphasise your proactive approach to problem-solving and your commitment to customer satisfaction. Share instances where you went above and beyond to meet client needs or improve user experiences.
