IT Service Management Co-ordinator (ITSM)

Description

• Maintain and secure data sources, ensuring reporting accuracy.
• Coordinate the response to major incidents, engaging the right support teams.
• Collaborate on creating and maintaining a self-service knowledge base.
• Use chatbot analytics to improve content and close knowledge gaps.
• Use analysis to drive service improvements and process enhancements.
• Track change outcomes and provide trend analysis.
• Review change requests for completeness, impact, and risk.
• Support maintenance and integrity of the CMDB, ensuring accurate configuration relationships.
• Identify and close gaps in existing ITSM processes.
• Produce clear, insightful incident and performance reports (trends, KPIs, SLAs).
• Assist with Change Advisory Board (CAB) coordination.
• Maintain accurate timelines, root cause records, and post-incident reviews.
• Capture lessons learned to improve future response.

Requirements

We are looking for a proactive, detail-driven IT Service Management (ITSM) Coordinator to take centre stage in keeping our IT services running like clockwork. In this role, you'll be right at the heart of major incident response, data-driven service improvements, and change management—making a tangible difference to how our teams deliver world-class projects across the globe.

Knowledge Management

• Proven ability to analyse complex data, identify trends, and recommend improvements.
• Detail-focused with strong organisational skills
• Strong understanding of ITSM principles and ITIL framework (ITIL v3/v4 Foundation required).
• Experience with ServiceNow or similar ITSM tools.
• Resilient, adaptable, and comfortable with ambiguity.
• ITIL v3/v4 Foundation Certification (mandatory).
• Bachelor's degree in IT, Computer Science, Business, or related field (or equivalent experience).
• Experience in complex IT environments.
• Excellent written and verbal communication skills, including stakeholder engagement.
• Skilled in KPI/SLA reporting, data validation, and trend analysis.
• Clear communicator with the ability to simplify technical information for diverse audiences.

Benefits

As part of the Disability Confident scheme, we would like to enable access to candidates with long term health conditions and disabilities through the ‘Offer an interview scheme'. This supports applicants that meet the essential criteria by offering an interview for the advertised position. Please let us know prior to interview what adjustments are required as well as discussing how we can support you in the workplace.

Training + Development

Interview process

Visa Sponsorship

Security clearance