ITIL Service Management Specialist

at  boohoo group

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 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.