TL;DR

It Service Management Analyst: Strengthening established IT service delivery services across a complex enterprise environment with an accent on Change Management & Major Incident Management, while also supporting governance, compliance, and continuous improvement. Focus on rapid resolution, clear communication, and stakeholder confidence.

Location: Hybrid - Leeds

Salary: Up to £45,000

Company

%hirify_global% is a business showing continuous growth.

What you will do

Manage the Major Incident process, ensuring rapid resolution and clear communication.
Oversee Change Management activities, coordinating CAB processes.
Lead Problem Management initiatives, including root cause analysis.
Support Service Transition for new and changed services, ensuring operational readiness and compliance.
Produce monthly service reports and lead regular service review meetings.

Requirements

Strong working knowledge of ITIL best practices and IT service governance.
Experience of a Service Management platform e.g. Jira
Proven experience managing Major Incidents, including high-pressure "war room" scenarios.
Experience chairing CAB meetings or leading Change Management processes.
Strong analytical and problem-solving skills with experience in root cause analysis.
Ability to communicate effectively with technical teams and senior business stakeholders.

Nice to have

ISO20000 and/or ISO27001 certifications desirable.
Practical understanding of ISO20000 and ISO27001 standards.

Culture & Benefits

Permanent IT service management role with long-term stability
Hybrid working model
Professional development and certification support
Exposure to enterprise-level ITSM, compliance, and governance
Co-operative, process-driven environment focused on quality and improvement