Strategic ITSM Process & Governance Lead

Catering; Belfast City District; On-site; GBP 45,000 - 65,000; Full time

Job summary

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to join the IT Team at the Belfast office. The role administers ITSM processes, coordinates governance forums, and supports Change, Release, Problem, and Service Design activities to ensure controlled, compliant service delivery.

The successful candidate will work with global service desk colleagues, vendors and stakeholders, balancing governance with delivery and driving continual service improvement.

Qualifications

• Strong working knowledge of ITIL frameworks.
• Minimum 5+ years working within an IT environment.
• Proven stakeholder engagement and communication skills.
• Proven ability to adopt, drive, and promote continual service improvement using data and feedback.

Responsibilities

• Manage administration and day-to-day coordination of ITSM processes, ensuring records are accurate and complete.
• Complete compliance checks, produce management information, and escalate issues to process owners.
• Support alignment of ITSM processes with ITIL practices and regulatory requirements.
• Perform initial quality checks on change records and coordinate scheduling and communications.
• Assist CAB with meeting logistics, agendas, change packs, and minutes.
• Monitor change outcomes and assist with post-implementation reviews (PIRs).
• Support problem lifecycle, prioritisation, and root-cause analysis sessions.
• Produce basic trend reports from incident/problem data for improvement discussions.
• Support service design/acceptance into service by ensuring artefacts are provided and reviews signed off.
• Coordinate updates between project delivery, technical teams and service operations and escalate readiness risks.

Skills

ITIL

Stakeholder engagement

Continual service improvement

Analytical skills

Presentation skills

Organised

Education

Degree qualification

ITIL v4 Certification (preferred)

Job description

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to join the IT Team at the Belfast office. The role administers ITSM processes, coordinates governance forums, and supports Change, Release, Problem, and Service Design activities to ensure controlled, compliant service delivery.

The successful candidate will work with global service desk colleagues, vendors and stakeholders, balancing governance with delivery and driving continual service improvement.