Remote ITSM Operations Lead — ITIL‑Driven

RS Components; Remote; GBP 60,000 - 80,000; Full time

Job summary

A global technology firm is seeking an experienced ITSM Operations Lead to drive ITIL-aligned service operations. You will manage incident, problem, change, and request management processes, ensuring high-quality support for business-critical systems. The role includes leading resolution efforts for priority incidents and promoting continuous improvement initiatives. Strong experience with ITIL frameworks and stakeholder engagement skills are essential. This remote position offers a competitive benefits package, focusing on employee wellness and support.

Benefits

Annual performance bonus

Enhanced maternity and paternity leave

Private healthcare

Support for neurodiverse colleagues

Fertility support options

Qualifications

• Proven experience in IT Operations or Service Support roles within a global or regional business.
• Excellent communication and stakeholder engagement skills.
• Ability to stay composed and focused during major incidents.

Responsibilities

• Champion ITIL processes across Incident, Problem, Change, and Request Management.
• Lead resolution efforts for Priority 1 and 2 incidents.
• Drive continuous improvement initiatives across service operations.

Skills

ITIL v4 frameworks

Service support experience

Stakeholder engagement

Problem-solving

Analytical mindset

Tools

ServiceNow

Job description

A global technology firm is seeking an experienced ITSM Operations Lead to drive ITIL-aligned service operations. You will manage incident, problem, change, and request management processes, ensuring high-quality support for business-critical systems. The role includes leading resolution efforts for priority incidents and promoting continuous improvement initiatives. Strong experience with ITIL frameworks and stakeholder engagement skills are essential. This remote position offers a competitive benefits package, focusing on employee wellness and support.