ITSM Engineer

Southwark Council; Greater London; On-site; GBP 55,000 - 75,000; Full time

Job summary

Southwark Council in London is seeking an ITSM Engineer to be the lead technical specialist for the Council's ITSM and Service Monitoring platform, building and maintaining the tools that underpin how technology services are delivered. You will translate service requirements into well-engineered solutions, mentor administrators and superusers, and provide expert support during major incidents.

The role focuses on design, integration, automation and reporting to improve resilience and the

Qualifications

• Experience configuring and maintaining ITSM and Service Monitoring platforms.
• Strong ITIL knowledge and ITSM expertise.
• Experience in public sector or local government environments is a plus.
• Ability to translate service requirements into technical solutions.

Responsibilities

• Design workflows and self-service to streamline staff support.
• Collaborate with cross-council teams to improve platform usage.
• Share knowledge and mentor administrators and superusers.
• Design, configure and maintain ITSM and Service Monitoring platform and its integrations.
• Develop automation and orchestration to increase efficiency and reduce manual work.
• Provide expert technical support during major incidents and platform issues.
• Maintain development, testing, and production environments including deployments.
• Create dashboards, reports and service analytics for stakeholders.

Skills

ITIL knowledge

ITSM platforms

APIs integration

Automation & orchestration

Incident management

Dashboard reporting

Mentoring admins

Strong communication

Job description

Why Southwark?

This is a rare opportunity to be the technical expert behind the platform that keeps a major London council's services running. Southwark is building a brand new Digital and Resident Experience, and as ITSM Engineer, you'll be the lead technical specialist for the Council's ITSM and Service Monitoring platform, building and maintaining the tools that underpin how technology services are delivered.

You'll join at a genuinely exciting time for the council, as we invest in our people and technology to better serve more than 300,000 residents across Southwark's diverse communities. You'll translate the service requirements set by the ITSM Lead into well-engineered technical solutions, mentor administrators and superusers and provide deep technical expertise during major incidents. If you're a hands‑on ITSM platform specialist who wants to build something that genuinely improves how a council serves its residents, we'd love to hear from you.

What You'll Be Doing

The ITSM Engineer builds and runs the platform council staff use to report problems and ask for help. When it works well, frontline colleagues get back to serving residents faster.

• Design workflows and self-service that are simple to use, so staff helping residents can get what they need without calling the service desk.
• Spend time with colleagues across council services to see how they use the platform and use what you learn to improve it.
• Share knowledge with the wider technology team and bring forward ideas to improve the platform.
• Design, configure and maintain the council's ITSM and Service Monitoring platform, including its modules, workflows and forms, translating service requirements into well engineered technical solutions.
• Design, build and maintain integrations between the ITSM and Service Monitoring platform and other enterprise systems, including identity, HR and asset management systems.
• Develop automation and orchestration across the platform to improve efficiency and reduce manual effort and identify and implement technical improvements.
• Provide expert technical support, resolving complex platform issues and supporting major incident management with technical expertise and platform resolution.
• Maintain the development, test and production environments for the platform, managing configuration, deployment and release activity.
• Develop and maintain dashboards, reports and service analytics, and provide technical guidance, mentoring and training to administrators and superusers.

Configure, administer and maintain the council's service monitoring and observability platform, developing integrations that support automated incident creation and proactive service management.

What We're Looking For

We're seeking a credible service management professional who brings:

• Strong knowledge of IT service management principles and the ITIL framework, with detailed technical knowledge of ITSM and Service Monitoring platforms.
• Knowledge of integration technologies, including APIs and common identity, HR and asset systems, and of automation and orchestration techniques and scripting.
• Substantial experience of configuring, customising and maintaining ITSM and Service Monitoring platforms in a complex organisation, ideally within local government or the public sector.
• Experience of designing and building integrations between enterprise systems, and of developing automation and orchestration to improve service efficiency.
• Strong analytical and problem‑solving skills, with the ability to communicate technical matters clearly to both technical and non‑technical audiences.
• A focus on service quality and the end-user experience and a commitment to continuous learning and to keeping current with ITSM tools and practice.

Contact Information

• Internal Staff: For an informal discussion about the role, please contact Naseem Golamgouse via email at .uk
• External Candidates: For an informal discussion about the role, please contact Chris Hatcher via email at

Additional Information

• Working Hours: 36 hours per week (Monday to Friday)
• Location: 160 Tooley Street, London SE1 2QH
• Type of contract: Permanent

Benefits and more information

Recruitment Timeline

• Advert close date: 11:59pm on Thursday 15th October 2026
• Shortlisting date/s: week commencing 19th October 2026
• Interview date/s: week commencing 2nd November 2026

The closing date is given as a guide. We reserve the right to close this vacancy once a sufficient number of applications has been received. We strongly advise you to complete your application as soon as possible to avoid disappointment.

We are an organisation who is passionate about our people and understands that richness of diversity is a requirement to provide the best possible services to our communities. This is demonstrated through our council-wide ambitious commitment to tackle racial inequality in our co