Senior ITSM Process Improvement Lead

Global Payments; Knaresborough; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Medical coverage

Bonuses/equity

Wellness Week

Family inclusion

Paid time off

Job summary

Globalpayers, based in the United Kingdom, is seeking an ITSM Process Improvement Analyst to join a high-energy ITSM Office team. The role focuses on governance and continual service improvement across ITSM practices, driving user experiences and operational efficiencies.

The ideal candidate will drive cross-group collaboration, report to senior leaders, and thrive in a start-up by nature while leading improvement initiatives and educating stakeholders on ITSM tools and best practices.

Qualifications

• 5+ years of ITSM practice experience.
• Ability to drive complex ITSM frameworks and practice adoption.
• Strong technical aptitude with excellent communication to influence decisions.
• Ability to build trust and work with leadership and stakeholders.
• Independent, proactive, with collaboration and clear communication.

Responsibilities

• Develop and own Continual Service Improvement (CSI) process and procedures.
• Facilitate ITSM continual improvement discussions to enhance employee experiences.
• Establish relationships and manage dependencies with partners for ITSM strategy.
• Support improvement opportunities focusing on user experience and operational excellence.
• Collaborate with process owners to ensure ITSM processes follow best practices.
• Provide feedback on the effectiveness of processes and tools.
• Identify lessons learned to improve future ITSM practices.
• Educate users and stakeholders on ITSM tools, processes and best practices.
• Engage with strategic discussions as part of the IT SMO team.
• Thrive in ambiguity and create clarity for IT SMO team.
• Deliver success through empowerment and accountability.

Skills

ITSM experience

Communication skills

Problem solving

Cloud ITSM

Stakeholder management

Education

BS or higher in Computer Science

ITIL certification

Job description

Globalpayers, based in the United Kingdom, is seeking an ITSM Process Improvement Analyst to join a high-energy ITSM Office team. The role focuses on governance and continual service improvement across ITSM practices, driving user experiences and operational efficiencies.

The ideal candidate will drive cross-group collaboration, report to senior leaders, and thrive in a start-up by nature while leading improvement initiatives and educating stakeholders on ITSM tools and best practices.