IT Service Management Co-ordinator (ITSM)

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

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

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

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.