EMPLOYMENT

Lead ITSM Specialist (12-Month Contract) We're seeking an experienced Lead ITSM Specialist for a 12 month contract to support the implementation of a new Enterprise Service Management (ESM) platform. In this project-focused role, you'll design and embed incident, problem, and request management processes that support both IT and business operations. You'll collaborate with project teams and business stakeholders to develop best-practice workflows, support system configuration, and lead the transition of these processes to operational teams through training, documentation, and knowledge transfer. Key Responsibilities Design and implement scalable incident, request, and problem management processes. Work with IT and business teams to define service workflows, including non-IT requests. Develop training materials and deliver knowledge transfer to operational teams. Support incident and request coordination once the system goes live. Conduct root cause analysis and drive continuous improvement. Monitor service performance and ensure alignment with best practices and compliance. Collaborate with internal teams and external vendors to enhance service reliability. About You Strong experience in Incident, Request and Problem Management; exposure to Release and Change desirable. Hands-on experience with ITSM tools and service management frameworks. Excellent communication, stakeholder engagement, and analytical skills. Ability to lead process uplift and support organisational change. Desirable Qualifications Degree in IT, Computer Science, Business or related field. ITIL certification (V3 or V4, above Foundation) highly desirable. Project management certifications (PRINCE2, PMP) advantageous. Dixon Appointments values diversity and inclusion and is committed to providing a safe, inclusive and barrier-free recruitment experience. Please indicate your preferred method of communication in your application, and please let us know if you require any adjustments when dealing with us. By submitting your application and other personal information, you consent to this information being collected in line with our privacy policy. Follow the link to learn more - Protecting your privacy