ITSM Specialist

Job Overview

We are recruiting for an ITSM (Information Technology Service Management) Specialist who will be responsible for overseeing the day‑to‑day operations of IT service management processes. This role ensures that IT services are delivered efficiently, effectively, and in alignment with business needs. The ITSM Specialist will work closely with various IT teams, stakeholders, and colleagues to manage and improve IT service delivery, handle incidents, manage problems, review & approve changes and maintain service level agreements (SLAs). The team will support ITIL best practices including Incident Management, Change Management, Problem Management, Configuration Management and Request Fulfillment.

Responsibilities

• Incident Management
  • Lead investigation and resolution of major incidents, ensuring they are resolved within agreed service levels.
  • Act as primary point of contact during major incidents and coordinate cross‑functional teams to address the issue.
  • Oversee the post‑incident review process, including documenting lessons learned and identifying areas for improvement.
  • Provide on‑call support for major incidents outside core business hours.
• Problem Management
  • Analyze incident trends and identify underlying problems causing repeated incidents.
  • Investigate root causes with technical teams and implement solutions to prevent recurrence.
  • Document findings with clear corrective and preventive actions.
• Change Management
  • Assess impact, risks and challenges of change requests in accordance with Change Control procedures.
  • Monitor progress and ensure changes are implemented as planned.
  • Document changes and circulate change documentation such as CAB agenda, minutes, FSC and change schedule to defined distribution stakeholders.
  • Chair the Change Advisory Board to review and approve changes.
• Coordination & Communication
  • Manage communication during major incidents, providing regular and timely updates to all relevant stakeholders including senior management.
  • Coordinate with technical teams, vendors and third parties in resolving incidents and problems.
• Escalation & Prioritisation
  • Escalate incidents when necessary and prioritize based on severity and impact on business operations.
  • Follow established escalation procedures and ensure timely resolution of high‑priority incidents and problems.
• Documentation & Reporting
  • Maintain incident, problem and change records, including detailed timelines, actions taken and outcomes.
  • Produce post‑incident reports summarizing events and ensuring knowledge sharing for continuous improvement.
  • Ensure accurate and timely submission of major incident, RCA and change reports to stakeholders.
• Process Improvement
  • Continuously evaluate and improve ITSM processes.
• Stakeholder Management
  • Engage with senior management to report on incident status, impact and recovery efforts.
  • Collaborate with key stakeholders to ensure understanding and buy‑in for changes.
  • Build relationships with other teams to ensure smooth communication and collaboration.
• Training & Awareness
  • Ensure that all relevant teams are trained and familiar with ITSM processes.
  • Promote awareness of timely issue detection, escalation and resolution.
  • Gather feedback from employees to assess the effectiveness of the ITSM approach.
• On‑Call Support
  • Provide rotational on‑call support during off‑hours.

Qualifications

• Strong understanding of ITSM frameworks and best practices.
• Excellent problem‑solving and analytical skills.
• Effective communication and interpersonal skills.
• Ability to manage multiple tasks and priorities in a fast‑paced environment.
• Strong organisational skills and attention to detail.
• Proficiency in ITSM tools and software.
• Customer‑focused with a commitment to providing high‑quality service.
• Ability to work collaboratively in a team environment.
• Proactive and self‑motivated with a strong sense of responsibility.
• Willingness to provide rotational on‑call support during off‑hours.

About Skipton Building Society

We\’re the fourth biggest building society in the UK and what makes us a little different is that we\’re a mutual organisation. We don\’t have shareholders; we\’re owned by our members.

Our colleagues say Skipton\’s a great place to work, and you could be one of them, bringing new ideas on how we can keep customers at the heart of what we do. Whatever your background and goals, we\’ll help you take the next step towards a better future. You will be joining our dynamic IT function, with a department consisting of around 120 skilled professionals. We are an enabling function collaborating with stakeholders across the business to drive ambitious initiatives within the Homes and Money business divisions.

As an ITSM Specialist, your role is to ensure that IT delivers high‑quality services that meet customer and colleague needs, while also following ITIL best practices, compliance to agreed processes and driving continuous improvement.

What\’s In It For You?

Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.

Benefits include:

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days.
• Holiday trading scheme allowing the ability to buy and sell additional annual leave days.
• Matching employer pension contribution (up to 10% per annum)
• Colleague mortgage (conditions apply)
• Salary sacrifices scheme for hybrid & electric car.
• A commitment to training and development.
• Private medical insurance for all our colleagues.
• 3 paid volunteering days per annum.
• Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups.
• We care about your health and well being – we provide a range of benefits that support this, including cycle to work initiative and discounted gym membership.