ITSM Specialist

Skipton Building Society; United Kingdom; Hybrid; GBP 38,000; Full time

Job summary

A prominent building society in the UK is seeking an ITSM Specialist to oversee IT service management operations. The candidate will lead incident resolution, analyze trends, and collaborate with IT teams to improve service delivery. Strong ITSM knowledge and problem-solving skills required. The role offers hybrid working options and various benefits, including training opportunities and competitive salary.

Benefits

Work/life balance with hybrid working

Annual discretionary bonus scheme

25 days annual leave + bank holidays

Matching pension contributions (up to 10%)

Private medical insurance

Three paid volunteering days per year

Health and wellbeing benefits

Qualifications

• Strong understanding of ITSM frameworks and best practices.
• Excellent problem-solving, communication, and organizational skills.
• Proficiency in ITSM tools.

Responsibilities

• Lead investigation and resolution of major incidents.
• Analyze incident trends and implement preventive solutions.
• Manage communication during incidents and prioritize tasks.

Skills

Problem-solving

Communication

Organizational skills

Customer-focused attitude

Team collaboration

Tools

ITSM tools

Job description

Hours: 35 hours per week
Hybrid working
Salary: £37,400 Per Annum
Closing Date: Sun, 3 Aug 2025

We are recruiting for an ITSM (Information Technology Service Management) Specialist

The ITSM Specialist will oversee the day-to-day operations of IT service management processes, ensuring efficient and effective delivery of IT services aligned with business needs. Responsibilities include managing incidents, problems, changes, and maintaining SLAs. The role requires close collaboration with IT teams and stakeholders to improve service delivery.

Who Are We?

Not just another building society. Not just another job. We’re the fourth biggest building society in the UK, and as a mutual organisation, we’re owned by our members. Our colleagues say Skipton is a great place to work, and you could be one of them, contributing new ideas to keep customers at the heart of what we do. We support your career growth and value diversity and inclusion.

What’s In It For You?

• Work/life balance with hybrid and flexible working options
• Vibrant, newly refurbished head office
• Annual discretionary bonus scheme
• 25 days annual leave + bank holidays, increasing with service
• Holiday trading scheme
• Matching pension contributions (up to 10%)
• Colleague mortgage scheme (conditions apply)
• Salary sacrifice schemes for hybrid & electric cars
• Training and development opportunities
• Private medical insurance
• Three paid volunteering days per year
• Diverse colleague networks including Carers and Pride groups
• Health and wellbeing benefits including cycle to work and gym discounts

Responsibilities

• Lead investigation and resolution of major incidents, coordinating cross-functional teams and conducting post-incident reviews.
• Analyze incident trends, investigate root causes, and implement preventive solutions.
• Assess impact and risks of changes, monitor progress, and ensure proper documentation.
• Manage communication during incidents, escalate issues as needed, and prioritize tasks.
• Maintain records, produce reports, and facilitate process improvements.
• Engage with stakeholders, promote awareness, and ensure team training on ITSM processes.

Requirements

• Strong understanding of ITSM frameworks and best practices
• Excellent problem-solving, communication, and organizational skills
• Proficiency in ITSM tools
• Customer-focused attitude and team collaboration skills
• Proactive, responsible, and willing to support on-call rotations