IT Service Management Analyst (ITIL)

TL;DR

IT Service Management Analyst (ITIL): Strengthening IT service delivery services across a complex enterprise environment with an accent on Change Management and Major Incident Management. Focus on overseeing CAB processes, conducting root cause analysis, and implementing lean ITSM processes aligned to ISO standards.

Location: Hybrid - Leeds, UK

Salary: Up to £45,000

Company

hirify.global is a professional recruitment and talent acquisition firm specializing in IT and business services.

What you will do

• Manage the Major Incident process to ensure rapid resolution, clear communication, and stakeholder confidence.
• Oversee Change Management activities and coordinate CAB processes to reduce operational risk.
• Lead Problem Management initiatives, including detailed root cause analysis and preventative actions.
• Support Service Transition for new and changed services to ensure operational readiness and compliance.
• Monitor and report on service performance against SLAs using Jira and Power BI.
• Design and implement lean ITSM processes aligned to ISO20000 and ISO27001 standards.

Requirements

• Strong working knowledge of ITIL best practices and IT service governance.
• Proven experience managing Major Incidents and chairing CAB meetings.
• Experience with Service Management platforms such as Jira.
• ITIL Foundation certification.
• Ability to communicate effectively with technical teams and senior business stakeholders.
• Must be based in or able to work in a hybrid model in Leeds, UK.

Nice to have

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

Culture & Benefits

• Permanent role providing long-term stability.
• Hybrid working model for better work-life balance.
• Professional development and certification support.
• Exposure to enterprise-level ITSM, compliance, and governance.
• Collaborative, process-driven environment focused on quality and continuous improvement.