ITSM Specialist

This is a strategic process improvement and subject matter expert (SME) role, focused on driving modern, data-informed service excellence. It is not an administrative or technical position.

As an ITSM Specialist, you will support the Senior Service Management Lead in evolving across ITSM Office-supported processes to meet the demands of modern, agile, and product-oriented IT organisation. You will act as a process SME for selected ITSM practices, using automation, analytics, and user-centric design to deliver measurable improvements and enhance service maturity.

Main duties and responsibilities

• Owning and evolving ITSM processes, ensuring they are fit-for-purpose, scalable, and aligned with business goals and industry best practices.
• Leveraging automation and AI capabilities within the ITSM Tool to streamline workflows and reduce manual effort.
• Collaborating with product and platform teams to embed ITSM practices into agile delivery models.
• Using modern visualisation tools and dashboards to communicate insights and performance trends.
• Driving adoption of digital-first practices and self-service capabilities across ITSM processes.
• Identifying and implementing continual service improvements using data-driven insights and industry best practices.
• Delivering analytics and reporting to measure process performance and identify improvement opportunities.
• Providing expert guidance and support to IT and business teams on ITSM processes and best practices.
• Acting as a stakeholder in IT and business projects, ensuring process alignment and governance.
• Supporting the Major Incident Management rota, contributing to effective resolution and post-incident learning.
• Championing customer experience, ensuring processes are designed with the end-user in mind.
• Exploring and recommending enhancements to ServiceNow modules to support process maturity.
• Supporting internal and external audits, ensuring process compliance and readiness.
• Educating and enabling teams through training, documentation, and coaching on ITSM processes.
• Staying current with industry trends, participating in forums and professional communities to bring fresh thinking into the organisation.

About you

• Certified in ITIL v4.
• Experience working in modern IT environments, including agile, DevOps, or product-platform operating models.
• Familiarity with digital transformation initiatives and how ITSM supports evolving business needs.
• Ability to translate complex process requirements into intuitive, user-friendly experiences.
• Experience with modern reporting and analytics tools (e.g. ServiceNow Performance Analytics, Power BI).
• Proven experience in ITIL General Management and Service Management practices.
• Demonstrated ability to drive process improvements and deliver measurable outcomes.
• Strong analytical skills with the ability to interpret data and translate insights into action.
• Excellent communication and stakeholder engagement skills.
• Comfortable working across multiple teams and managing competing priorities.
• Proactive, self-motivated, and able to manage workload independently.
• Customer-focused mindset with a passion for service excellence.
• Experience with ServiceNow or similar ITSM platforms is desirable.

About us

We're a global law firm helping our clients achieve their goals wherever they do business. Our pursuit of innovation has transformed our delivery of legal services. With offices in the Americas, Europe, the Middle East, Africa and Asia Pacific, we deliver exceptional outcomes on cross-border projects, critical transactions and high-stakes disputes.