ITSM Specialist - Problem Co-ordinator

Lead and coordinate end-to-end, cross-provider Problem Management

Assure quality of Root Cause Analysis (RCA) activities, evidence capture and traceability to permanent fixes/known errors.

Facilitate workshops between internal and external service providers, documenting outcomes in line with ITIL best practices.

Analyse incident trends and proactively identify opportunities to reduce service disruption.

Collaborate with Service Delivery Managers, Problem Coordinators, and subject matter experts within a multi-vendor environment.

Produce customer-ready reports, service insights, and KPI metrics.

Promote continuous service improvement initiatives and preventative actions.

Ensure compliance with ITIL processes, customer requirements, governance obligations, and service level commitments.

You'll be a highly organised and analytical ITSM professional who thrives in a fast-paced, customer-focused environment.

NV1 or Baseline clearance

3-5+ years' experience in Problem Management, Incident Management, or a related IT Service Management role.

Strong understanding of ITIL frameworks and service management best practices.

Experience facilitating Root Cause Analysis and driving preventative improvements.

Strong stakeholder management and communication skills.

Experience working across multiple customers, priorities, and service environments.

Proficiency with ITSM platforms such as ServiceNow.