Technology Process Engineer - ITSM

Phoenix; Hollywood; Hybrid; GBP 46,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a Technology Process Engineer ITSM, where you'll oversee the design and optimization of IT processes to enhance service delivery and operational efficiency. This role offers a unique opportunity to work with the latest technologies and frameworks, ensuring alignment with business needs and customer expectations. With a commitment to innovation and continuous improvement, you'll collaborate with stakeholders to implement best practices and drive process excellence. Enjoy a flexible working environment and a comprehensive benefits package, making this a fantastic opportunity for those looking to make a significant impact in the IT domain.

Benefits

Private Medical Cover

38 Days Annual Leave

Excellent Pension

12x Salary Life Assurance

Career Breaks

Income Protection

3x Volunteering Days

Qualifications

• Proven experience in process engineering and IT service management.
• Strong knowledge of process improvement techniques and frameworks.

Responsibilities

• Lead the design and implementation of IT processes to improve service delivery.
• Continuously assess and refine IT processes for operational efficiency.

Skills

ITIL

COBIT

Six Sigma

Agile

Process Modelling

Lean Methodologies

Job description

Job Description

We have an incredible opportunity to join us here at Phoenix Group as a Technology Process Engineer ITSM to join our Technology Resilience & Control team in Technical Service Operations.

Job Type: Permanent

Location: This role could be based in either our Wythall, Telford, London, or Edinburgh offices with time spent working in the office and at home.

Flexible working: All of our roles are open to part-time, job-share, and other types of flexibility. We will discuss what is important to you and balancing this with business requirements during the recruitment process. You can read more about Phoenix Flex here.

Closing Date: 23/05/25

Salary and benefits: £46,900 - £60,000 plus 16% bonus up to 32%, private medical cover, 38 days annual leave, excellent pension, 12x salary life assurance, career breaks, income protection, 3x volunteering days, and much more.

The Role

The Technology Process Engineer ITSM is responsible for overseeing the design, implementation, and optimisation of IT processes that support the organisation’s technology systems and services. This role focuses on improving the efficiency, effectiveness, and quality of IT operations through process innovation, standardisation, continuous improvement, and integration of the ITSM toolset. The role involves working collaboratively with relevant stakeholders to implement ITSM, Governance, and Management frameworks and standards.

Key Accountabilities

1. Process Design & Optimisation: Lead the design, documentation, and implementation of IT processes and workflows aimed at improving service delivery, operational efficiency, and system performance.
2. Process Improvement: Continuously assess and refine IT processes, identify bottlenecks, and implement best practices to streamline operations and enhance service quality. Focuses on designing, implementing, and improving IT processes based on the ITIL framework, ensuring IT services align with business needs and customer expectations.
3. Technology Integration: Ensure that IT processes are integrated with the latest technologies, tools, and platforms, such as automation, cloud computing, and enterprise software.
4. Data Analysis & Reporting: Utilise data analytics to monitor the effectiveness of IT processes, identify areas for improvement, and report on key performance indicators (KPIs) to leadership.
5. Standards & Governance: Establish and enforce standards, policies, and governance around IT processes to ensure consistency, compliance, and best practices across the organisation.
6. Risk Management: Identify potential risks associated with current IT processes and proactively address them to mitigate disruptions to operations.

What Are We Looking For?

• Understanding of IT frameworks and standards (e.g., ITIL, COBIT, Six Sigma, Agile).
• Strong knowledge of process modelling, lean methodologies, and continuous improvement techniques.
• Proven experience in process engineering, IT operations, or IT service management.
• Familiarity with IT systems, software development lifecycle, and infrastructure management.
• Capability to manage change and navigate complex, cross-functional environments.

We Want To Hire The Whole Version Of You

We are committed to ensuring that everyone feels accepted and welcome applicants from all backgrounds. If your experience looks different from what we’ve advertised and you believe that you can bring value to the role, we’d love to hear from you.

If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best.

Please note that we reserve the right to remove adverts earlier than the advertised closing date. We encourage you to apply at the earliest opportunity.

Learn More

Guide for Candidates: thephoenixgroup.pagetiger.com/guideforcandidates

Find or get answers from our colleagues: www.thephoenixgroup.com/careers/talk-to-us