Technology Process Engineer - ITSM

TN United Kingdom; London; Hybrid; GBP 46,000 - 60,000; Full time

Job summary

An established industry player is seeking a Technology Process Engineer to enhance IT processes within their Technical Service Operations team. This role involves designing and optimizing processes to improve efficiency and service delivery, collaborating with stakeholders to implement ITSM frameworks, and ensuring compliance with standards. The ideal candidate will have a strong background in IT frameworks like ITIL and a passion for continuous improvement. Join a forward-thinking company committed to sustainability and innovation, offering flexible working arrangements and a comprehensive benefits package.

Benefits

Private medical cover

38 days annual leave

Pension

Life assurance

Career breaks

Income protection

Volunteering days

Qualifications

• Knowledge of IT frameworks and standards like ITIL and COBIT.
• Experience with process modeling and continuous improvement.

Responsibilities

• Lead the creation and implementation of IT processes to improve service delivery.
• Continuously evaluate and refine IT processes, applying best practices.

Skills

ITIL

COBIT

Six Sigma

Agile

Process Modeling

Lean Methodologies

Data Analysis

Change Management

Job description

Technology Process Engineer - ITSM, London

Client: Phoenix Group Holdings

Location: London, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: e262c969be3c

Job Views: 3

Posted: 10.05.2025

Expiry Date: 24.06.2025

Job Description:

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

Job Type: Permanent

Location: The role can be based at Wythall, Telford, London, or Edinburgh, with a mix of office and home working.

Flexible working: We offer part-time, job-share, and other flexible arrangements. We will discuss your preferences during the recruitment process.

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, pension, life assurance, career breaks, income protection, volunteering days, and more.

Who are we?

We aim to be the best employer for our 6,600 colleagues. As the UK’s largest long-term savings and retirement business, we offer products across leading brands like Standard Life, SunLife, Phoenix Life, and ReAssure. We are committed to sustainability and transitioning to net zero by 2050.

The role

The Technology Process Engineer ITSM oversees the design, implementation, and optimization of IT processes to support our systems and services. The role focuses on enhancing efficiency, effectiveness, and quality through process innovation, standardization, continuous improvement, and ITSM tool integration. Collaboration with stakeholders to implement ITSM, governance, and management frameworks is essential.

Key Responsibilities:

• Process Design & Optimization: Lead the creation and implementation of IT processes to improve service delivery and operational performance.
• Process Improvement: Continuously evaluate and refine IT processes, identify bottlenecks, and apply best practices aligned with ITIL to meet business and customer needs.
• Technology Integration: Ensure processes are integrated with current technologies like automation, cloud, and enterprise software.
• Data Analysis & Reporting: Use analytics to monitor process effectiveness, identify improvements, and report KPIs to leadership.
• Standards & Governance: Establish and enforce standards, policies, and governance for IT processes to ensure compliance and consistency.
• Risk Management: Identify and address risks in IT processes to prevent operational disruptions.

What we are looking for:

• Knowledge of IT frameworks and standards (e.g., ITIL, COBIT, Six Sigma, Agile).
• Experience with process modeling, lean methodologies, and continuous improvement.
• Proven background in process engineering, IT operations, or IT service management.
• Familiarity with IT systems, software development lifecycle, and infrastructure management.
• Ability to manage change and work across complex, cross-functional teams.

We welcome applicants from all backgrounds and are committed to inclusion. If you need adjustments during the recruitment process, please let us know. We encourage early applications as the posting may close before the deadline.