This job is with RS Group, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly. Location : This is a remote role, offering the flexibility to work virtually from anywhere within the UK. Contract Type : Permanent The Opportunity We’re looking for an established ITSM Operations lead to support and coordinate the delivery of ITIL-aligned service operations across the organisation, ensuring consistent, high-quality support for business-critical systems. The role will assist in managing Incident including Major Incidents, Problem, Change, and Request Management processes, and act as a subject matter expert for operational service delivery. What You Will Be Doing Support and champion ITIL processes across Incident, Problem, Change and Request Management. Coordinate Major Incidents (P1/P2) and managed P3 incidents, driving timely service restoration and stakeholder communication. Lead problem management activities, including root cause analysis, action tracking and lessons learned. Support Change Management processes, including CAB participation, risk assessment, change governance and communication of scheduled changes. Monitor service performance, analysing SLA/KPI trends and identifying opportunities for continuous improvement. Build effective relationships with internal teams, managed service providers and third-party partners to drive operational excellence. Act as an escalation point for service issues, ensuring ownership and resolution of aged or complex tickets. Support the onboarding of new services into the ITSM environment and maintain operational readiness. Participate in governance reviews and contribute to service reporting and performance management. Provide out-of-hours Major Incident support when required and coach colleagues on ITIL best practices. What You’ll Bring Essential Skills our recognition and benefit offering provide the opportunity for us to recognise, reward and enable the wellbeing of our people at all stages of their journey with RS. Our rewards and benefits vary by country, but include: Financial - pension/retirement; life assurance; salary finance (payroll deduction loan scheme) Wellbeing - medical plans; health screening; critical illness; disability insurance; holiday / paid time off; employee assistance programme; discounted gym/health club membership Lifestyle - transportation assistance schemes (e.g., cycle to work, travel loans, car leasing); onsite catering/lunch vouchers; retail discounts Spotlight – our global recognition programme provides a platform to highlight and recognise people role modelling our values Ready to Make Amazing Happen? Join over 8,500 colleagues and help us shape the future of our industry. Whoever you are, wherever you are — it all starts here. Apply now and make RS a part of your journey. #LI-REMOTE #LI-BM1
ITSM Operations Lead employer: RS Group
At RS Group, we pride ourselves on being an inclusive employer that champions diversity and innovation. As an AI Automation Specialist Apprentice, you'll not only receive a competitive salary and structured development pathway but also gain hands-on experience in a collaborative environment that fosters growth and creativity. Join us to work on impactful projects while being mentored by industry professionals, all within a company dedicated to shaping the future of AI and data-driven solutions.
