Remote ITSM Operations Lead - ITIL & Incident Expert

Rsgroup; Corby; Remote; GBP 90,000 - 120,000; Full time

Job summary

RS Group is seeking an ITSM Operations Lead to coordinate ITIL-aligned service operations and ensure high-quality support for business-critical systems. The role covers incident, problem, change and request management, with governance, reporting and continuous improvement across global operations.

You will lead Major Incident and P3 handling, mentor teams, and collaborate with internal units and external partners. Remote UK-based role with global exposure.

Qualifications

• Experience in IT Operations or Service Support in a global or regional business.
• Familiarity with ITIL v4 frameworks and practical application across service domains.
• Experience managing SLAs, KPIs and service improvement activities.

Responsibilities

• Support ITIL processes across Incident, Problem, Change and Request Management.
• Coordinate Major Incidents (P1/P2) and P3 incidents with timely restoration.
• Lead problem management with RCAs, action tracking and lessons learned.
• Support Change Management including CAB participation and governance.
• Monitor SLA/KPI trends and drive continuous improvement.
• Foster relations with internal teams, MSPs and partners for operational excellence.
• Act as escalation point for aged or complex tickets.
• Assist onboarding of new services and maintain operational readiness.
• Participate in governance reviews and service reporting, performance management.
• Provide out-of-hours Major Incident support and coach on ITIL practices.

Skills

ITIL v4

Stakeholder mgmt

Communication

Analytical thinking

Calm under pressure

Escalation management

Education

ITIL Practitioner or ITIL v3 Expert certification

Tools

ServiceNow

Job description

RS Group is seeking an ITSM Operations Lead to coordinate ITIL-aligned service operations and ensure high-quality support for business-critical systems. The role covers incident, problem, change and request management, with governance, reporting and continuous improvement across global operations.

You will lead Major Incident and P3 handling, mentor teams, and collaborate with internal units and external partners. Remote UK-based role with global exposure.