ITSM Specialist

Tektora; England; Hybrid; GBP 65,000 - 85,000; Full time

Job summary

Tektora are supporting a client in Hampshire with an experienced Senior ITSM Engineer to join a secure programme on an outside IR35 contract. You will lead ITSM process improvements, support tooling, and work with infrastructure, operations and security teams to ensure services are well-managed, documented and continually improved in a secure environment.

Active DV clearance is required; role is on-site with hybrid arrangements to be confirmed, with collaboration across technical and operational

Qualifications

• Active DV Clearance required and security clearance eligibility.
• Strong IT Service Management background.
• Experience in secure, defence or national security environments.
• Proven incident, problem, change and request management experience.
• Experience with ITSM tooling and service reporting.
• Ability to engage with both technical and non-technical stakeholders.
• Strong documentation and process-improvement skills.
• Willingness to work on client site in Hampshire.
• ITIL certification or equivalent service management experience.
• Experience with ITSM platforms such as ServiceNow, BMC Remedy, Jira Service Management.
• Experience across MOD, defence or central government programmes.
• Experience supporting service transition or continual service improvement.

Responsibilities

• Support and improve ITSM processes across incident, problem, change and request management
• Work with technical teams to ensure service processes are followed and embedded
• Support ITSM tooling, workflows, reporting and service dashboards
• Help drive service improvement across operational and project environments
• Produce and maintain service documentation, process guides and reporting
• Engage with stakeholders across technical, operational and delivery teams
• Ensure service delivery aligns with secure environment requirements

Skills

DV Clearance

ITSM

Secure Environments

Incident Management

ServiceNow / ITSM Tools

Stakeholder Management

Documentation

Hampshire Site

ITIL certification

MOD / Defence Experience

Service Transition / CSI

Tools

ServiceNow

BMC Remedy

Jira Service Management

Job description

Working Pattern: On site / hybrid to be confirmed

Clearance: Active DV Clearance required

Tektora are supporting a client with a requirement for an experienced Senior ITSM Engineer to join a secure programme in Hampshire on an outside IR35 contract basis.

This role will suit someone with strong IT Service Management experience who is confident working across secure environments, improving service processes, supporting tooling, and working closely with technical and operational teams.

The Role

You will be responsible for supporting and improving ITSM processes, tooling and service delivery across a secure technology environment. You will work with stakeholders across infrastructure, operations, security and project teams to ensure services are well-managed, documented and continually improved.

Key Responsibilities

• Support and improve ITSM processes across incident, problem, change and request management
• Work with technical teams to ensure service processes are followed and embedded
• Support ITSM tooling, workflows, reporting and service dashboards
• Help drive service improvement across operational and project environments
• Produce and maintain service documentation, process guides and reporting
• Engage with stakeholders across technical, operational and delivery teams
• Ensure service delivery aligns with secure environment requirements

Key Skills & Experience

• Active DV Clearance
• Strong background in IT Service Management / ITSM
• Experience working within secure, defence, government or national security environments
• Strong understanding of incident, problem, change and request management
• Experience with ITSM tooling and service reporting
• Ability to work with both technical and non-technical stakeholders
• Strong documentation and process improvement experience
• Comfortable working on client site in Hampshire
• ITIL certification or equivalent service management experience
• Experience with ServiceNow, BMC Remedy, Jira Service Management or similar ITSM platforms
• Previous experience across MOD, defence or central government programmes
• Experience supporting service transition or continual service improvement