Senior IT Service Management Practitioner

Permanent

Salary DOE

Hybrid, must be able to travel to Cornwall minimum of 5 days per month

The Opportunity

As a Senior Service Management Practitioner, you will support the Problem Management Practice Manager in delivering robust ITIL 4-aligned service management processes. You’ll be instrumental in ensuring effective handling of Problems, Incidents, and Changes—driving service improvement and minimising business disruption.

This is a senior role offering the opportunity to influence service strategy, lead improvement initiatives, and deputise for senior leadership when required.

Key Responsibilities

• Support and operate Problem Management processes in line with ITIL 4 best practice
• Monitor, analyse, and manage Problem records to ensure timely resolution
• Conduct root cause analysis and drive reduction in recurring incidents
• Create and maintain Knowledge Base articles and Known Error documentation
• Contribute to Major Incident Reviews and lead where required
• Analyse service data to identify trends and improvement opportunities
• Maintain and administer the Continual Improvement Register
• Produce reports and track risks related to service management activities
• Develop and maintain process documentation, runbooks, and workflows
• Provide cross-cover for Incident Management and Change Enablement roles
• Collaborate with internal stakeholders and external suppliers

About You

We’re looking for a proactive and detail-oriented professional with a passion for service excellence and continuous improvement.

Essential Skills & Experience

• Proven experience in Service Management and business process administration
• Strong knowledge of ITIL frameworks (ITIL 4 Foundation essential)
• Excellent communication and stakeholder management skills
• Analytical mindset with experience interpreting service data
• Ability to work under pressure and manage competing priorities
• Strong documentation and process mapping skills
• ITIL 4 Practitioner (Problem Management) or equivalent (or willingness to achieve)

Desirable

• Experience in an IT environment
• Familiarity with tools such as MS Visio or Bizagi
• Strong technical awareness and IT skills

If you have the required skills and experience for this role, please submit your CV in the first instance. Only shortlisted candidates will be contacted.

Jobline Staffing are an Equal Opportunities employer. Entitlement to work in the UK is essential.