ITSM Operations Analyst

ITSM Operations Lead
Location:
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.

• 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.

You’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.

• 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.

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

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.