ITIL Processes Senior Expert

PVH (Tommy Hilfiger/Calvin Klein); Redhill; On-site; GBP 60,000 - 90,000; Full time

Job summary

Indra is seeking an ITIL Expert in the UK to lead the definition, assessment, standardisation and implementation of IT Service Management processes across a large-scale service transition and mobilisation programme. The role focuses on transforming existing operational practices into a coherent ITIL-aligned framework with strong governance, knowledge capture and early adoption.

The successful candidate will assess current-state processes, design future-state operating models, and drive process

Qualifications

• Extensive experience designing, implementing and improving ITIL-based Infrastructure Service Management processes.
• ITSM transformation, service transition, mobilisation or service improvement programme experience.
• Strong knowledge of ITIL v4 practices, operating models and process governance principles.
• Process assessment, maturity review, current-state analysis and gap analysis experience.
• Ability to define frameworks, operating models, governance structures, RACI matrices and operational procedures.
• Strong workshop facilitation, business analysis, stakeholder engagement and interviewing skills.

Responsibilities

• ITIL process assessment: Assess current operational processes, procedures, workflows, support models and governance controls, identifying gaps, inefficiencies, risks and undocumented activities affecting readiness, auditability or service quality.
• Future-state process design: Define and document ITIL-aligned process architectures, process maps, RACI models, governance forums, escalation paths, inputs, outputs, controls, KPIs and process interfaces.
• Knowledge capture and transformation: Convert incumbent supplier knowledge, legacy practices and operational procedures into structured, traceable and adoptable ITIL-aligned documentation and process artefacts.
• Documentation and procedural development: Produce and maintain process policies, workflows, operating procedures, work instructions, process governance documents, templates, version control and approval standards.
• Implementation and early process adoption: Lead process onboarding, training, stakeholder engagement and early adoption activities; validate adoption through readiness gates, quality reviews, governance checks, operational sampling and evidence packs.
• Continual improvement and maturity: Establish baseline maturity assessments, improvement roadmaps and a Continual Improvement approach driven by feedback, audit findings, service performance and lessons learned.

Skills

ITIL

ITSM transformation

Process design

Workshop facilitation

Stakeholder engagement

Job description

Overview

Indra is one of the leading global technology and consulting companies and the technological partner for core business operations of its customers worldwide. It is a world-leader in providing proprietary solutions in Transport and Defence markets, and a leading firm in Digital Transformation Consultancy and Information Technologies in Spain and Latin America through its affiliate Minsait. Its business model is based on a comprehensive range of proprietary products, with a high-value focus and a strong emphasis on innovation. In the 2025 financial year, Indra reported revenue of €5.5 billion, 60,000+ employees, a local presence in 46 countries and business operations in over 140 countries. As the technological partner for its customers\' key operations, Indra is at the core of their business, guided by its four values: Innovation, Trust, Connection, and Foresight.

As part of a growth phase in the UK, we are seeking an ITIL Expert to lead the definition, assessment, standardisation and implementation of IT Service Management processes across a large-scale service transition and mobilisation programme. This is a strategic and operationally focused role responsible for transforming existing operational practices, tacit knowledge, supplier-specific procedures and legacy ways of working into a coherent, documented and auditable ITIL-aligned process framework. The successful candidate will assess current-state processes, identify gaps and improvement opportunities, design future-state operating models and support successful process adoption across operational teams. Working closely with service management teams, technical SMEs, incumbent supplier personnel, customer stakeholders and transition workstreams, the ITIL Expert will help establish a sustainable service management framework that enables operational consistency, clear accountability, effective governance, knowledge retention, service quality and continual improvement. The role is primarily focused on Mobilisation, Knowledge Capture, Process Assessment, Process Design, Documentation and Early Process Adoption, with limited involvement in long-term operational service management activities.

Responsibilities

• ITIL process assessment: Assess current operational processes, procedures, workflows, support models and governance controls, identifying gaps, inefficiencies, risks and undocumented activities affecting readiness, auditability or service quality.
• Future-state process design: Define and document ITIL-aligned process architectures, process maps, RACI models, governance forums, escalation paths, inputs, outputs, controls, KPIs and process interfaces.
• Knowledge capture and transformation: Convert incumbent supplier knowledge, legacy practices and operational procedures into structured, traceable and adoptable ITIL-aligned documentation and process artefacts.
• Documentation and procedural development: Produce and maintain process policies, workflows, operating procedures, work instructions, process governance documents, templates, version control and approval standards.
• Implementation and early process adoption: Lead process onboarding, training, stakeholder engagement and early adoption activities; validate adoption through readiness gates, quality reviews, governance checks, operational sampling and evidence packs.
• Continual improvement and maturity: Establish baseline maturity assessments, improvement roadmaps and a Continual Improvement approach driven by feedback, audit findings, service performance and lessons learned.

Qualifications

• Extensive experience designing, implementing and improving ITIL-based Infrastructure Service Management processes.
• ITSM transformation, service transition, mobilisation or service improvement programme experience.
• Strong knowledge of ITIL v4 practices, operating models and process governance principles.
• Process assessment, maturity review, current-state analysis and gap analysis experience.
• Ability to define frameworks, operating models, governance structures, RACI matrices and operational procedures.
• Strong workshop facilitation, business analysis, stakeholder engagement and interviewing skills.