ITSM Process Improvement Lead — CSI & User Experience

Realex Payments; Knaresborough; On-site; GBP 65,000 - 90,000; Full time

Job summary

Realex Payments is seeking a high-energy ITSM Process Improvement Analyst to join our ITSMO team. You will lead continual service improvement initiatives, collaborate across technology and business partners, and drive ITSM practices that enhance user experiences and efficiency.

The ideal candidate has 5+ years in ITSM, strong stakeholder engagement, cloud familiarity, and ITIL fundamentals in a fast-moving, collaborative environment.

Qualifications

• 5+ years of ITSM experience with continual service improvement responsibilities.
• Strong stakeholder engagement and cross-functional collaboration.
• Experience with ITSM tools and cloud-based IT services.
• ITIL v3 or higher certification is preferred.

Responsibilities

• Develop and own Continual Service Improvement (CSI) processes and procedures.
• Lead ITSM continual improvement discussions to improve user experiences and operational efficiency.
• Build relationships and manage dependencies with partners to influence ITSM strategy.
• Collaborate with process owners to ensure ITSM processes follow best practices and meet organizational needs.
• Educate users and stakeholders on ITSM tools, processes, and best practices.
• Engage in strategic discussions and drive clarity in ambiguous situations.
• Coach and empower the ITSMO team to deliver outcomes.

Skills

ITSM

Stakeholder management

Process improvement

CSI

Education

BS or higher in Computer Science/Engineering

Job description

Realex Payments is seeking a high-energy ITSM Process Improvement Analyst to join our ITSMO team. You will lead continual service improvement initiatives, collaborate across technology and business partners, and drive ITSM practices that enhance user experiences and efficiency.

The ideal candidate has 5+ years in ITSM, strong stakeholder engagement, cloud familiarity, and ITIL fundamentals in a fast-moving, collaborative environment.