ITSM Specialist

Working Pattern: On site / hybrid to be confirmed

Clearance: Active DV Clearance required

Tektora are supporting a client with a requirement for an experienced Senior ITSM Engineer to join a secure programme in Hampshire on an outside IR35 contract basis.

This role will suit someone with strong IT Service Management experience who is confident working across secure environments, improving service processes, supporting tooling, and working closely with technical and operational teams.

You will be responsible for supporting and improving ITSM processes, tooling and service delivery across a secure technology environment. You will work with stakeholders across infrastructure, operations, security and project teams to ensure services are well-managed, documented and continually improved.

• Support and improve ITSM processes across incident, problem, change and request management
• Work with technical teams to ensure service processes are followed and embedded
• Support ITSM tooling, workflows, reporting and service dashboards
• Help drive service improvement across operational and project environments
• Produce and maintain service documentation, process guides and reporting
• Engage with stakeholders across technical, operational and delivery teams
• Ensure service delivery aligns with secure environment requirements

• Active DV Clearance
• Strong background in IT Service Management / ITSM
• Experience working within secure, defence, government or national security environments
• Strong understanding of incident, problem, change and request management
• Experience with ITSM tooling and service reporting
• Ability to work with both technical and non-technical stakeholders
• Strong documentation and process improvement experience
• Comfortable working on client site in Hampshire
• ITIL certification or equivalent service management experience
• Experience with Service Now, BMC Remedy, Jira Service Management or similar ITSM platforms
• Previous experience across MOD, defence or central government programmes
• Experience supporting service transition or continual service improvement