Remote ITSM Operations Lead – ITIL & Incident Management

RS UK & Ireland; Corby; Remote; GBP 70,000 - 95,000; Full time

Job summary

RS is seeking an experienced ITSM Operations lead to coordinate ITIL-aligned service operations across the organisation. You will manage Incident, Problem, Change and Request Management processes and act as a subject matter expert for operational service delivery.

You will champion ITIL practices, coordinate Major Incidents, lead problem management, monitor SLA/KPI trends, and collaborate with internal teams and partners to drive service excellence.

Qualifications

• Experience in IT Operations or Service Support roles within a global or regional business.
• Working knowledge of ITIL v4 frameworks and practical application across service domains.
• Familiarity with managing SLAs, KPIs, and service improvement activities.
• Strong communication and stakeholder engagement skills.
• Ability to remain calm and focused under pressure, especially during major incidents.
• Analytical and problem-solving skills with a proactive approach.

Responsibilities

• Support and champion ITIL processes across Incident, Problem, Change and Request Management.
• Coordinate Major Incidents (P1/P2) and managed P3 incidents, driving timely service restoration and stakeholder communication.
• Lead problem management activities, including root cause analysis, action tracking and lessons learned.
• Support Change Management processes, including CAB participation, risk assessment, change governance and communication of scheduled changes.
• Monitor service performance, analysing SLA/KPI trends and identifying opportunities for continuous improvement.
• Build effective relationships with internal teams, managed service providers and third-party partners to drive operational excellence.
• Act as an escalation point for service issues, ensuring ownership and resolution of aged or complex tickets.
• Support the onboarding of new services into the ITSM environment and maintain operational readiness.
• Participate in governance reviews and contribute to service reporting and performance management.
• Provide out-of-hours Major Incident support when required and coach colleagues on ITIL best practices.

Job description

RS is seeking an experienced ITSM Operations lead to coordinate ITIL-aligned service operations across the organisation. You will manage Incident, Problem, Change and Request Management processes and act as a subject matter expert for operational service delivery.

You will champion ITIL practices, coordinate Major Incidents, lead problem management, monitor SLA/KPI trends, and collaborate with internal teams and partners to drive service excellence.