ITSM Process Improvement Lead

tsys; Knaresborough; On-site; GBP 45,000 - 65,000; Full time

Job summary

tsys is seeking a high energy ITSM Process Improvement Analyst to join a fast-moving, collaborative ITSM governance team. You will help build and govern ITSM practices that improve user experiences and productivity across the organization.

The role emphasizes continual service improvement, stakeholder engagement, and cross-team collaboration, reporting to senior leaders and shaping ITSM strategies and tooling to deliver tangible improvements.

Qualifications

• 5+ years of ITSM practice experience.
• Ability to drive complex ITSM frameworks, adoption and policy.
• Strong background in cloud and ITSM software for enterprise.
• Strong technical aptitude with excellent visual and verbal communication.

Responsibilities

• Develop and own Continual Service Improvement (CSI) process and procedures.
• Facilitate ITSM continual improvement discussions for better employee experiences.
• Establish relationships with partners and position the team as contributors to ITSM strategy.
• Collaborate with process owners to ensure ITSM processes fit the organization and follow best practices.
• Educate users and stakeholders on ITSM tools, processes, and best practices.

Skills

ITSM experience

Stakeholder management

Cross-functional collaboration

Cloud ITSM

Tools

ITSM software

Job description

tsys is seeking a high energy ITSM Process Improvement Analyst to join a fast-moving, collaborative ITSM governance team. You will help build and govern ITSM practices that improve user experiences and productivity across the organization.

The role emphasizes continual service improvement, stakeholder engagement, and cross-team collaboration, reporting to senior leaders and shaping ITSM strategies and tooling to deliver tangible improvements.