ITIL Service Management Specialist
boohoo group Manchester Full-time
Having started in 2006 with just three team members, we've evolved into a multi-brand, ecommerce giant with offices worldwide and a passionate team of over 4,000. In the past year alone, we've achieved remarkable milestones including automating our Sheffield distribution centre, launching our US warehouse, and initiating our tech re-platforming.
In Tech, we’re proud to support every function. We’re a digital-first company that is totally cloud native. We embrace change and future-proof the business, delivering critical customer facing and internal stakeholder facing systems. Everything from colleague tech to frontend websites and apps, buying and merchandising tooling, and all that’s in-between, we take care of it.Our ideas support and drive the Group’s agenda.
Your Team
Our team is the heartbeat of operational excellence, responsible for ensuring the seamless delivery of IT services. We are a dynamic, high-performing group that plays a critical role in maintaining service continuity and driving improvements across the business.Over the past year, we successfully reduced major incident resolution times by 70%, improving overall service reliability.
Your Role
As the Group ITIL Service Management Specialist, your primary responsibility is to manage the end-to-end lifecycle of major incidents, problems, and change requests. You'll ensure swift resolution of critical incidents, identify root causes, and implement long-term solutions to prevent recurrence.You will also be responsible for coordinating and managing change processes to ensure smooth transitions with minimal disruption. Success in this role will be measured by reduced incident volumes, minimised service disruptions, and improved operational efficiencies.
A standout candidate will proactively prevent incidents, foster a culture of continuous improvement, and drive collaboration across teams.
Your Tasks and Responsibilities- Take full ownership of major incidents, ensuring timely identification, triage, and resolution while providing clear communication to stakeholders.
- Lead the root cause analysis process to prevent incident recurrence, ensuring all problems are logged, analysed, and closed with action plans.
- Manage the full lifecycle of changes, including assessments, approvals, scheduling, and post-change reviews to ensure minimal disruption to business operations.
- Monitor the trend of non-major incidents and follow up with the resolver group on overdue tickets
- Collaborate with other teams to create problem tickets for recurring issues and follow up with the resolver group to ensure problem resolution.
- Managing relationships with third-party suppliers, overseeing their changes, and driving problem management to ensure seamless collaboration and service continuity.
- Set up and manage the on-call rota for the team, ensuring appropriate coverage for incident response.
- Use Power BI to create and present reports on incident trends, problem resolution metrics, and change success rates to management and stakeholders.
- Work cross-functionally with IT support teams, infrastructure, and applications to ensure alignment and effective issue resolution.
- Develop and implement process improvements for managing incidents, changes, and problems to increase operational efficiency.
- Chair daily stand-up meetings with the service team to review major incidents from the previous days and upcoming and previous changes.
- Proven experience in managing high-impact incidents and implementing problem management processes in fast-paced environments.
- Expertise in change management practices, ideally with experience in ITIL-based environments.
- Experience in managing Configuration Management Database (CMDB) to ensure accurate asset tracking and change impact analysis for streamlined change management processes.
- Proficient in data analysis and reporting using a tool such as Power BI to create insightful dashboards and visualisations that drive informed decision-making.
- Skill in using ITSM tools like Freshservice, ServiceNow, or Jira to manage ITIL processes, ensuring efficient service delivery and incident resolution.
- Ability to create and optimise workflows for incident, change, and problem management that align with business goals.
- Ability to lead and influence across all levels of the organisation, particularly in high-pressure, high-stakes situations.
- Willingness to join and manage the on-call rota, ensuring the team is always prepared for incident response.
- Ideally ITIL v3 or v4 certified, demonstrating deep knowledge of service management frameworks.
- Ability to foresee potential issues and act decisively to prevent disruptions before they escalate into major incidents.
- Experience in managing or mentoring a team, driving accountability and continuous improvement.
- Previous experience in a large-scale enterprise or IT services environment with complex and interdependent systems.
- 25 days holiday plus bank holidays
- Discretionary bonus scheme
- Company share scheme
- Life Assurance
- Company Pension Scheme
- Flexible working hours
- Free onsite Gym
- Employee assistance programme including 24-hour confidential helpline
- Our Reward Platform allows you to tailor your benefits to suit your needs - such as Private Healthcare, Dental and Healthcare Cash Plans, a Cycle2work Scheme and plenty of fun anytime benefits such as coffee club or virgin experience days.
- 40% discount across 8 brands, 20% discount on Debenhams
- Discount & Cashback portal
- Season Ticket Loans
- Learning and development support and opportunities both internally and externally
- Our social calendar? Next level!
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