Senior ITSM Practitioner

Job Titles:
IT, Telecomms and Communications
£55,000 to £70,000 per annum
Contract Type:


Senior ITSM Practitioner London 

The Opportunity: 

The Senior ITSM Practitioner will play two main roles – Major Incident Manager (MIM) and Problem Manager (PM). In MIM capacity, the role focus will be to effectively manage all IT Major Incidents to ensure that services are restored as quickly as possible therefore minimizing the business impact. The role will also focus on effectively managing all the Problem records in the environments, both managing directly and via engaging with the suppliers.

Your responsibilities for this role may include, but are not limited to:  

  • Input to Major Incident and Problem management objectives to ensure they are reflected in operational service delivery priorities
  • Responsible for service improvement activities as part of the Continuous Service Improvement Plan for Major Incident and Problem Management
  • Provide governance for supplier managed Problems
  • Responsible for activities on the Continuous Service Improvement Plan to ensure optimal Major Incident and Problem Management Processes
  • Tracking all Problem Management activities to ensure that all SLAs and KPIs are met.
  • Work with the Service Delivery and Operations Manager to ensure that Major Incident Management objectives are consistent with strategies across the IT function, thereby maximizing productivity and performance, and contributing to the successful operation of IT across the company EO. 

You will need to be able to display you have the following qualifications and experience:

  • Good understanding and background of infrastructure and technology environment (Technical Certification in one of the infrastructure technologies (server, storage, network, database) e.g. MSCE / CCNA will be a plus)
  • ITIL V3 foundation certificate must be held, additionally ideally either V3 Expert certification or OSA (Service Capability route) or Service Operation (Service Lifecycle)
  • Excellent working knowledge of key service management functions
  • Previous experience within a Major Incident Management function
  • Experience of delivering within a multiple service support team, in a complex business environment.
  • Significant experience of working within a multi-vendor environment and complex infrastructure.