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- Tasks: Own and enhance the Incident process while delivering continual service improvement.
- Company: Join a large, complex organisation focused on operational excellence and best practices.
- Benefits: Enjoy a competitive salary, flexible working, and opportunities for professional development.
- Why this job: Make a real impact in IT service management and work in a dynamic, international environment.
- Qualifications: ITIL v3 Foundation required; experience in ITIL practices and strong leadership skills preferred.
- Other info: This role includes Major Incident Management responsibilities and supports audits and project objectives.
The predicted salary is between 48000 - 78000 £ per year.
Job Benefits: Benefits included
ITSM Specialist (Incident & Request)
Location: Leeds, UK (1x per week in-office) | Full-time | Salary: £60,000–£65,000
We’re looking for an ITSM Specialist to help shape and improve service management processes across a large, complex organization.
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 practices.
- 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
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ITSM Specialist (Incident & Request) employer: La Fosse Associates
Contact Detail:
La Fosse Associates 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 enhance these processes during interviews.
✨Tip Number 2
Network with professionals in the ITSM field, particularly those who have experience with ServiceNow. Engaging in forums or LinkedIn groups can provide insights into current trends and challenges, which you can reference in your discussions with us.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully implemented process improvements in previous roles. Highlighting your proactive approach and results-driven mindset will resonate well with our team.
✨Tip Number 4
Stay updated on the latest developments in IT service management by subscribing to relevant newsletters or attending webinars. This knowledge will demonstrate your commitment to the field and your readiness to contribute to our organisation.
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 ITSM, particularly focusing on incident management and service improvement. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for IT service management and how your skills align with the company's needs. Mention specific examples of how you've successfully implemented best practices in previous roles.
Showcase Your ITIL Knowledge: Since the role requires ITIL knowledge, be sure to mention your ITIL v3 Foundation certification and any steps you are taking towards v4. Highlight any practical applications of ITIL principles in your past work.
Demonstrate Leadership Skills: Provide examples in your application that showcase your leadership abilities and experience working across multiple teams. This will help illustrate your capability to manage priorities in a fast-paced environment.
How to prepare for a job interview at La Fosse Associates
✨Understand ITIL Framework
Make sure you have a solid grasp of the ITIL framework, especially the v3 Foundation concepts. Be prepared to discuss how you've applied these principles in past roles and how they can enhance service management processes.
✨Showcase Your Leadership Skills
Since this role requires strong leadership, think of examples where you've successfully led teams or projects. Highlight your ability to communicate effectively and build relationships across different departments.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills in real-world scenarios. Prepare to discuss how you would handle major incidents or improve existing processes, demonstrating your proactive and customer-focused approach.
✨Stay Updated on Industry Trends
Research recent developments in ITSM and ServiceNow best practices. Being knowledgeable about current trends will show your commitment to continual improvement and your ability to bring innovative ideas to the table.
