ITSM Operations Lead

RS Group; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical plans

Pension plan

Employee assistance programme

Job summary

RS Group is seeking an established ITSM Operations lead to coordinate ITIL-aligned service operations across the organisation, ensuring high-quality support for critical systems. You will drive incident, problem, change and request management, and serve as a subject matter expert for operational service delivery.

The role emphasizes incident coordination, RCA-led improvements, governance participation, and collaboration with internal teams, MSPs and partners to sustain service reliability and

Qualifications

• 2+ years in IT operations or service support in a global or regional business.
• Familiarity with SLAs, KPIs and service improvement activities.
• Strong communication and stakeholder engagement.
• Ability to stay calm under pressure, especially during major incidents.
• Experience applying ITIL v4 in real deployments.

Responsibilities

• Support and champion ITIL processes across Incident, Problem, Change and Request Management.
• Coordinate Major Incidents (P1/P2) and manage P3 incidents with timely 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 and change governance.
• Monitor service performance, analyze SLA/KPI trends, and identify continuous improvement opportunities.
• Build relationships with internal teams, MSPs and third-party partners to drive operational excellence.
• Act as escalation point for service issues, ensuring ownership and resolution of aged or complex tickets.
• Assist 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 and coach colleagues on ITIL best practices.

Skills

ITIL v4 knowledge

Stakeholder engagement

Major incident management

Communication skills

Analytical problem solving

Escalation management

Tools

ServiceNow

ITSM platforms

Job description

We're looking for an established ITSM Operations lead to support and coordinate the delivery of ITIL-aligned service operations across the organisation, ensuring consistent, high-quality support for business-critical systems. The role will assist in managing Incident including Major Incidents, Problem, Change, and Request Management processes, and act as a subject matter expert for operational service delivery.

What You Will Be Doing

• 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.

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.

Desirable Skills & Experience

• ITIL Practitioner or ITIL v3 Expert certification.
• Experience with ServiceNow or similar ITSM platforms.
• Understanding of Agile and Waterfall project methodologies.
• Exposure to enterprise business systems and infrastructure environments.

We Are RS

At RS, we are making amazing happen for a better world. As a global product and service solutions provider, we help industrial customers operate more efficiently and sustainably. Operating in 33 markets, we support around one million customers worldwide with more than 875,000 stocked products, access to over five million additional products, and a range of service solutions designed to help businesses thrive. What sets us apart is our people. More than 8,500 colleagues around the world bring technical expertise, digital innovation, and a customer first mindset to everything we do. Guided by our values - We are one team, We deliver brilliantly, We do the right thing, and We make every day better, we're creating an environment where our people can grow, contribute and make a meaningful impact.

Our Reward Philosophy

Our Reward Philosophy is designed to offer market competitive base salaries and provide all of our people the opportunity to participate in a short-term incentive, enabling them to share in the success of the Company. Our total reward package is more than just the cash; our recognition and benefit offering provide the opportunity for us to recognise, reward and enable the wellbeing of our people at all stages of their journey with RS. Our rewards and benefits vary by country, but include:

• Financial - pension/retirement; life assurance; salary finance (payroll deduction loan scheme)
• Wellbeing - medical plans; health screening; critical illness; disability insurance; holiday / paid time off; employee assistance programme; discounted gym/health club membership
• Lifestyle - transportation assistance schemes (e.g., cycle to work, travel loans, car leasing); onsite catering/lunch vouchers; retail discounts
• Spotlight - our global recognition programme provides a platform to highlight and recognise people role modelling our values