ITSM Operations Analyst

ITSM Operations Lead
Location: Remote (UK)
Permanent

RS Group is seeking a skilled ITSM Operations Lead to join our dynamic team. This is an exciting opportunity for an experienced professional to drive ITIL-aligned service operations across a global organisation, ensuring consistent, high-quality support for business-critical systems.

As an ITSM Operations Lead, you will play a pivotal role in managing and coordinating Incident (including Major Incidents), Problem, Change, and Request Management processes. Acting as a subject matter expert, you’ll ensure operational excellence and continuous improvement across our IT service delivery landscape.

What You’ll Be Doing

• 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.

About You
You’re a proactive and collaborative leader with a passion for service excellence. You thrive in fast-paced environments, remain calm under pressure, and have a knack for solving complex problems. Your ability to engage stakeholders and drive accountability makes you a trusted partner across the organisation.

What You’ll Need

• 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.

Desirable Skills

• 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..
  
  

The extras you’ll get:

At RS, as well as the usual employee benefits you’d expect from a FTSE listed company, including annual performance bonus, enhanced maternity and paternity leave, private healthcare, in the UK&I, we’ve just introduced a number of new Family Friendly Policies including:​

• 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 neurodiverse members 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​
•  Helping our LGBTQ+ community through enhanced coverage for trans colleagues, including voice coaching, facial surgery, and gender confirmation surgery​
• Additions to Fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all. 

We are RS

At RS we’ve been solving engineering problems for over 80 years: big ones, small ones, easy and difficult ones. We turn the ‘what ifs’ into the ‘why nots’, the impossible into the possible.  ​

Our purpose? Making amazing happen for a better world.  ​

We offer service and product solutions. We send out a parcel every 2 seconds, to over 130 countries. We provide over 700,000 in-stock and over 3 million unstocked products to more than 1.2 million customers.  ​

We want people like you, as you are curious about things, you like doing things differently and also in a human way with empathy. Because that’s exactly how we partner with people – our customers, suppliers, colleagues and communities – to solve problems.  ​

We’ll also invest in your development and wellbeing – because building a more diverse and inclusive culture, being ethical, responsible, and committed to our Environment, Social and Governance (ESG) action plan is at the heart of everything we do. ​

Come and join us and we’ll help you to think big, do more and unleash your brilliance, so you do amazing things too.​

If you would like to find out more about this opportunity, please contact Gina Jatoonah on gina.jatoonah@rsgroup.com

The Hiring Manager for this position is Sam Davidson

#LI-GJ1

#LI-REMOTE