Lead ITSM & Service Monitoring Engineer

Southwark Council; Greater London; On-site; GBP 55,000 - 75,000; Full time

Job summary

Southwark Council in London is seeking an ITSM Engineer to be the lead technical specialist for the Council's ITSM and Service Monitoring platform, building and maintaining the tools that underpin how technology services are delivered. You will translate service requirements into well-engineered solutions, mentor administrators and superusers, and provide expert support during major incidents.

The role focuses on design, integration, automation and reporting to improve resilience and the

Qualifications

• Experience configuring and maintaining ITSM and Service Monitoring platforms.
• Strong ITIL knowledge and ITSM expertise.
• Experience in public sector or local government environments is a plus.
• Ability to translate service requirements into technical solutions.

Responsibilities

• Design workflows and self-service to streamline staff support.
• Collaborate with cross-council teams to improve platform usage.
• Share knowledge and mentor administrators and superusers.
• Design, configure and maintain ITSM and Service Monitoring platform and its integrations.
• Develop automation and orchestration to increase efficiency and reduce manual work.
• Provide expert technical support during major incidents and platform issues.
• Maintain development, testing, and production environments including deployments.
• Create dashboards, reports and service analytics for stakeholders.

Skills

ITIL knowledge

ITSM platforms

APIs integration

Automation & orchestration

Incident management

Dashboard reporting

Mentoring admins

Strong communication

Job description

Southwark Council in London is seeking an ITSM Engineer to be the lead technical specialist for the Council's ITSM and Service Monitoring platform, building and maintaining the tools that underpin how technology services are delivered. You will translate service requirements into well-engineered solutions, mentor administrators and superusers, and provide expert support during major incidents.

The role focuses on design, integration, automation and reporting to improve resilience and the