ITIL Process Practitioner

As an ITIL Process Practitioner
, you will play a key role in ensuring the smooth, consistent, and high‑quality operation of our ITIL practices. You’ll be responsible for delivering day‑to‑day process activities, maintaining accurate and compliant records, and acting as a central point of contact for users, service teams, and other stakeholders.

In this hands‑on role, you will execute operational tasks such as incident handling, request fulfilment, change activities, and problem investigation, following defined workflows and standards to ensure reliable and repeatable outcomes. You’ll monitor and update process documentation, maintain audit‑ready records, and support the organisation in meeting ITIL and internal quality requirements.

You will also play a key role in communication, providing updates, gathering information, collaborating with resolver groups, and escalating risks or issues where needed. Alongside this, you’ll help drive continual improvement by identifying inefficiencies, recurring issues, and opportunities to enhance the process or tooling.

Ultimately, you will contribute to the delivery of excellent service by maintaining alignment with SLAs and quality expectations, managing priorities effectively, and supporting cross‑process collaboration to ensure end‑to‑end service efficiency.

You’ll bring experience working within ITIL‑aligned environments and have a solid understanding of core service management practices. You’re comfortable operating within processes such as Incident, Problem, Change, or Request, and you may have worked in a Service Desk or similar support role. You’ll have exposure to continuous improvement activities, root cause analysis, or quality frameworks, and ideally, you’ll already hold ITIL 4 Foundation certification or be actively working towards it.

You’ll have a basic technical understanding relevant to your process area and the ability to analyse issues, assess business impact, and contribute to effective solutions. Strong attention to detail is essential, particularly when it comes to documentation, record‑keeping, and following defined workflows.

Clear and confident communication is key, both written and verbal, alongside the ability to manage multiple tasks, prioritise effectively, and remain calm under pressure. Above all, you’ll be customer‑focused, proactive, and committed to delivering a high‑quality service experience.