ITSM Operations Analyst

Position Overview

Introducing the ITSM Operations Lead role at RS Group – a permanent, remote opportunity (UK). RS Group is seeking a skilled ITSM Operations Lead to join our dynamic team. In this role, you will drive ITIL-aligned service operations across a global organisation, ensuring consistent, high-quality support for business-critical systems. You will manage and coordinate Incident (including Major Incidents), Problem, Change, and Request Management processes as a subject matter expert, guaranteeing operational excellence and continuous improvement in IT service delivery.

Key Responsibilities

• 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.

Required Qualifications

• 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.

Preferred Qualifications

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

Benefits & Perks

• 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 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.
• Enhanced coverage for trans colleagues including voice coaching, facial surgery, and gender confirmation surgery to support our LGBTQ+ community.
• Additions to fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all.