ITSM Operations Lead

Rsgroup; Corby; Remote; GBP 90,000 - 120,000; Full time

Job summary

RS Group is seeking an ITSM Operations Lead to coordinate ITIL-aligned service operations and ensure high-quality support for business-critical systems. The role covers incident, problem, change and request management, with governance, reporting and continuous improvement across global operations.

You will lead Major Incident and P3 handling, mentor teams, and collaborate with internal units and external partners. Remote UK-based role with global exposure.

Qualifications

• Experience in IT Operations or Service Support in a global or regional business.
• Familiarity with ITIL v4 frameworks and practical application across service domains.
• Experience managing SLAs, KPIs and service improvement activities.

Responsibilities

• Support ITIL processes across Incident, Problem, Change and Request Management.
• Coordinate Major Incidents (P1/P2) and P3 incidents with timely restoration.
• Lead problem management with RCAs, action tracking and lessons learned.
• Support Change Management including CAB participation and governance.
• Monitor SLA/KPI trends and drive continuous improvement.
• Foster relations with internal teams, MSPs and partners for operational excellence.
• Act as escalation point for aged or complex tickets.
• Assist onboarding of new services and maintain operational readiness.
• Participate in governance reviews and service reporting, performance management.
• Provide out-of-hours Major Incident support and coach on ITIL practices.

Skills

ITIL v4

Stakeholder mgmt

Communication

Analytical thinking

Calm under pressure

Escalation management

Education

ITIL Practitioner or ITIL v3 Expert certification

Tools

ServiceNow

Job description

ITSM Operations Lead

Location

Corby, ENG, GB, NN17 5JF

Brand: RS Group

Function: Digital & Technology

Work Location: Virtual

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

• Experience in IT Operations or Service Support roles within a global or regional business.
• Working knowledge of ITIL v4 frameworks and practical application across service domains.
• Familiarity with managing SLAs, KPIs, and service improvement activities.
• Strong communication and stakeholder engagement skills.
• Ability to remain calm and focused under pressure, especially during major incidents.
• Analytical and problem solving skills with a proactive approach.
• ITIL Practitioner or ITIL v3 Expert certification.
• Experience with ServiceNow or similar ITSM platforms.
• Understanding of Agile and Waterfall project methodologies.
• Exposure to enterprise business systems and infrastructure environments.

We Are RS

At RS, we are making amazing happen for a better world.

As a global product and service solutions provider, we help industrial customers operate more efficiently and sustainably. Operating in 33 markets, we support around one million customers worldwide with more than 875,000 stocked products, access to over five million additional products, and a range of service solutions designed to help businesses thrive.

What sets us apart is our people. More than 8,500 colleagues around the world bring technical expertise, digital innovation, and a customer first mindset to everything we do. Guided by our values – We are one team, We deliver brilliantly, We do the right thing, and We make every day better, we're creating an environment where our people can grow, contribute and make a meaningful impact.

Rewards

Our Reward Philosophy is designed to offer market competitive base salaries and provide all of our people the opportunity to participate in a short-term incentive, enabling them to share in the success of the Company.

Our total reward package is more than just the cash; 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.