ITSM Specialist

SBS Skipton Building Society; Skipton; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A prominent building society in England is seeking an ITSM Specialist to oversee the daily operations of IT service management processes. The role involves ensuring effective delivery of IT services, coordinating incident responses, and improving ITSM processes. Ideal candidates will have a strong grasp of ITSM frameworks and be excellent problem solvers, with the ability to manage multiple tasks in a fast-paced environment.

Benefits

Annual discretionary bonus scheme

25 days annual leave (+ bank holidays)

Private medical insurance

Training and development commitments

Flexible working opportunities

Qualifications

• Strong understanding of ITSM frameworks and best practices.
• Excellent problem-solving and analytical skills.
• Ability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Lead the investigation and resolution of major incidents.
• Coordinate with teams during major incidents for quick resolution.
• Continuously evaluate and improve ITSM processes.

Skills

ITSM frameworks and best practices

Problem-solving

Effective communication

Organisational skills

Proficiency in ITSM tools

Customer-focused

Tools

ITSM tools and software

Job description

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We are recruiting for an ITSM (Information Technology Service Management) Specialist who will be responsible for overseeing the day-to-day operations of IT service management processes. This role ensures that IT services are delivered efficiently, effectively, and in alignment with business needs. The ITSM Specialist will work closely with various IT teams, stakeholders, and colleagues to manage and improve IT service delivery, handle incidents, manage problems, review & approve Changes and maintain service level agreements (SLAs).

Who Are We?

Not just another building society. Not just another job.

We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation. We don't have shareholders; we're owned by our members.

Our colleagues say Skipton's a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.

Whatever your background, and whatever your goals, we'll help you take the next step towards a better future.

You will be joining our dynamic IT function, with a department consisting of c120 skilled professionals. We are an enabling function collaborating with stakeholders across the business to drive ambitious initiatives within the Homes and Money business divisions.

As an ITSM Specialist your role is to ensure that IT deliver high-quality services that meet customer and colleague needs, while also following the ITIL best practices, compliance to agreed processes and driving continuous improvement.

What’s In It For You?

Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.

We have a range of other benefits available to you including.

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days.
• Holiday trading scheme allowing the ability to buy and sell additional annual leave days.
• Matching employer pension contribution (up to 10% per annum)
• Colleague mortgage (conditions apply)
• Salary sacrifices scheme for hybrid & electric car.
• A commitment to training and development.
• Private medical insurance for all our colleagues
• Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups.
• We care about your health and well being – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership.

What Will You Be Doing?

As our ITSM Specialist you will be working with a team of ITSM specialists supporting ITIL industry best practices including but not limited to Incident Management, Change Management, Problem management, Configuration Management and Request Fulfilment . The team will be responsible for both the delivery and effectiveness of the ITSM processes.

Your responsibilities will include:

• Lead the investigation and resolution of major incidents, ensuring they are resolved within agreed service levels.
• Act as the primary point of contact during major incidents and coordinate cross-functional teams (e.g., technical support, development, operations, and vendors) to address the issue.
• Oversee the post-incident review process, including documenting lessons learned and identifying areas for improvement.
• Provide on-call support for the Major incidents occurred outside core business hours.
• Analyse incident trends and identify underlying problems causing repeated incidents.
• Work with technical teams to investigate the root cause and implement solutions to prevent the recurrence of problems.
• Document the findings in a manner that ensures corrective and preventive actions are clear and actionable.
• Change Management
  • Assess and analyse the impact, potential risks and challenges related to changes based on request for changes in accordance with Change control procedures.
  • Monitor progress and ensure changes are implemented as planned.
  • Document changes and circulate change documentation such as CAB agenda, minutes, FSC, change schedule to the defined distribution stakeholders.
  • Chair Change Advisory Board to review and approve the changes.
• Coordination & Communication:
  • Manage communication during major incidents, providing regular and timely updates to all relevant stakeholders including senior management.
  • Coordinate with technical teams, vendors, and third parties in resolving the incidents / problems.
• Escalate incidents when necessary and prioritise based on the severity and impact on business operations.
• Follow established escalation procedures and ensure timely resolution of high-priority incidents and problems.
• Documentation & Reporting:
  • Maintain Incident, problem and change records, including a detailed timeline of events, actions taken, and outcomes.
  • Produce post-incident reports to summarise the event and ensure knowledge sharing for continuous improvement.
  • Ensure accurate and timely submission of Major Incident, RCA and Change reports to the stakeholders.
• Process Improvement:
  • Continuously evaluate and improve ITSM processes.
• Stakeholder Management:
  • Engage with senior management to report on incident status, impact, and recovery efforts.
  • Collaborate with key stakeholders to ensure understanding and buy in for changes.
  • Build relationships with other teams to ensure smooth communication and collaboration.
• Ensure that all relevant teams are trained and familiar with ITSM processes.
• Promote awareness of the importance on timely issue detection, escalation, and resolution.
• Gather feedback from employees to assess the effectiveness of ITSM approach.

What Do We Need From You?

• Strong understanding of ITSM frameworks and best practices.
• Excellent problem-solving and analytical skills.
• Effective communication and interpersonal skills.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Strong organisational skills and attention to detail.
• Proficiency in ITSM tools and software.
• Customer-focused with a commitment to providing high-quality service.
• Ability to work collaboratively in a team environment.
• Proactive and self-motivated with a strong sense of responsibility.
• Willingness to provide rotational on-call support during off-hours.

Diversity and inclusion are a priority for us as we continue to support our members and represent the communities we serve. We encourage applications from individuals of all backgrounds, ethnicity, gender identity, sexual orientation, disability, neurodiversity, age, family or parental status, beliefs, nationalities and religions - supporting an inclusive environment for all our colleagues to bring their true selves to Skipton.

If you have a disability, or if you have a condition that you believe may affect your performance during our selection process, we’ll be happy to discuss making reasonable adjustments to our processes for you. Please contact our Talent Acquisition team at [e-mail] .