ITSM Operations Analyst

ITSM Operations LeadLocation: Remote (UK)Permanent

RS Group is seeking a skilled ITSM Operations Lead to join our dynamic team. This is an exciting opportunity for an experienced professional to drive ITIL-aligned service operations across a global organisation, ensuring consistent, high-quality support for business-critical systems.

As an ITSM Operations Lead, you will play a pivotal role in managing and coordinating Incident (including Major Incidents), Problem, Change, and Request Management processes. Acting as a subject matter expert, you’ll ensure operational excellence and continuous improvement across our IT service delivery landscape.

What You’ll Be Doing

Champion ITIL processes across Incident, Problem, Change, and Request Management. Lead resolution efforts for Priority 1 and 2 incidents and manage P3 tickets to ensure timely service restoration. Conduct post-incident reviews and document lessons learned for future prevention. Track and manage problem actions, ensuring sign-off by service owners. Build strong relationships with third-party support partners and internal resolver groups. Drive continuous improvement initiatives across service operations. Prepare and present service performance reports, including SLA/KPI tracking and trend analysis. Assess non-standard requests and participate in CAB meetings to evaluate changes for business impact and risk. Ensure all changes follow formal change control processes, including emergency changes and post-implementation reviews. Monitor and communicate the Forward Schedule of Change (FSC) to stakeholders. Support onboarding of new services and companies into the ITSM ecosystem. Act as a key escalation point for service-related issues. Drive resolution of aged tickets across resolver groups, ensuring accountability and timely closure. Attend monthly governance meetings with MSPs to review metrics and performance trends. Provide out-of-hours Major Incident Management coverage and occasionally step into Duty Management. Coach and mentor analysts on ITIL processes and maintain knowledge across all ITIL domains.

About YouYou’re a proactive and collaborative leader with a passion for service excellence. You thrive in fast-paced environments, remain calm under pressure, and have a knack for solving complex problems. Your ability to engage stakeholders and drive accountability makes you a trusted partner across the organisation.

What You’ll Need

Proven experience in IT Operations or Service Support roles within a global or regional business. Strong working knowledge of ITIL v4 frameworks and their practical application. Experience managing SLAs, KPIs, and service improvement initiatives. Excellent communication and stakeholder engagement skills. Ability to stay composed and focused during major incidents. Analytical mindset with strong problem-solving skills and a proactive approach.

Desirable Skills

ITIL Practitioner or ITIL v3 Expert certification. Hands-on experience with ServiceNow or similar ITSM platforms. Familiarity with Agile and Waterfall project methodologies. Exposure to enterprise business systems and infrastructure environments..

The extras you’ll get:

At RS, as well as the usual employee benefits you’d expect from a FTSE listed company, including annual performance bonus, enhanced maternity and paternity leave, private healthcare, in the UK&I, we’ve just introduced a number of new Family Friendly Policies including:​

Help for people to take control of ongoing Health conditions such as diabetes or asthma with £500 a year available for monitoring & consultation​ Support for Neurodiverse colleagues and families with neurodiverse members with needs assessment, diagnosis and post diagnostic support for autism spectrum, ADHD and Tourette’s syndrome​ Support for Women at different life stages from streamlined fertility support through to diagnosis and monitoring of both endometriosis and menopause​ Helping our LGBTQ+ community through enhanced coverage for trans colleagues, including voice coaching, facial surgery, and gender confirmation surgery​ Additions to Fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all.

We are RS

At RS we’ve been solving engineering problems for over 80 years: big ones, small ones, easy and difficult ones. We turn the ‘what ifs’ into the ‘why nots’, the impossible into the possible. ​

Our purpose? Making amazing happen for a better world. ​

We offer service and product solutions. We send out a parcel every 2 seconds, to over 130 countries. We provide over 700,000 in-stock and over 3 million unstocked products to more than 1.2 million customers. ​

We want people like you, as you are curious about things, you like doing things differently and also in a human way with empathy. Because that’s exactly how we partner with people – our customers, suppliers, colleagues and communities – to solve problems. ​

We’ll also invest in your development and wellbeing – because building a more diverse and inclusive culture, being ethical, responsible, and committed to our Environment, Social and Governance (ESG) action plan is at the heart of everything we do. ​

Come and join us and we’ll help you to think big, do more and unleash your brilliance, so you do amazing things too.​

If you would like to find out more about this opportunity, please contact Gina Jatoonah on [email protected]

The Hiring Manager for this position is Sam Davidson

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