Service Operations Specialist

The Service Operations Specialist is responsible for ensuring the stability, reliability, and continual improvement of IT services through effective operational processes. This role focuses on Major Incident, Incident, Problem, Change, and Knowledge Management, acting as a key link between technical teams and our customers. You’ll work alongside a team of other Service Operations Specialists, and work closely with a number of colleagues to foster a service-oriented culture.

Key Responsibilities

• Act as a Major Incident Manager when required, coordinating the end-to-end response to service outages and degradation

• Lead Major Incident bridge calls, ensuring clear communication, ownership and timely resolution

• Provide regular status updates to customers and IT stakeholders during Major Incidents

• Produce post-Major Incident reporting and chair related review calls, ensuring root causes, lessons learnt, and improvement actions are documented and tracked

• Participate in an on-call Major Incident Manager rotation

• Monitor Incidents to ensure they are logged, categorised, prioritised, and resolved in line with agreed SLAs

• Coordinate with resolver groups to drive timely Incident updates and resolution

• Identify trends and recurring Incidents through effective analysis

• Regularly report on aged Incidents, providing recommendations to ensure backlog levels remain minimal

• Identify and manage Problems arising from Major Incidents and recurring Incidents

• Chair Problem Review sessions with the relevant technical teams to ensure focus on respective Problem investigations and coordinating related root cause analysis

• Maintain open Problem records, ensuring the correct priorities are assigned, open actions are progressed, and statuses are communicated to customers as needed

• Work alongside the technical teams to implement permanent fixes and reduce Incident volumes

• Maintain an accurate Known Error Database (KEDB), ensuring workaround details are available and accessible for the Service Desk, other teams, and customers as needed

• Triage and assess new Change Requests, analysing potential risks and impact of proposed Changes on IT services
  Chair Change Advisory Board (CAB) and other meetings, preparing agendas, and facilitating Change-related discussions

• Ensure Changes are properly documented, communicated, and reviewed post-implementation

• Monitor and report on Change successes, failures, and other trends

• Maintain an up-to-date Standard Change Catalogue and other Change templates

• Create, review, and maintain knowledge articles to support Incident resolution and self-service

• Promote knowledge reuse and ensure knowledge content is accurate, relevant, and up-to-date

• Work with technical teams to capture knowledge and convert to accessible documentation

• Support continuous improvement of the knowledge management framework and tools

• Undertake regular reviews of process efficiency, and identify opportunities for process improvement and automation

• Contribute to service improvement initiatives and operational maturity

• Analyse service performance data and trends across Major Incidents, Incidents, Problems, Changes and Knowledge articles

• Minimum 2 years’ experience in IT Service Management role

• Strong understanding of ITIL processes; ITIL certified (Foundation or higher)

• Experience coordinating Major Incidents, Emergency Change activity, and other high-pressure scenarios

• Strong analytical and problem-solving skills

• Excellent communication skills, both written and verbally

• Highly organised with strong attention to detail

• Proactive and improvement-focused

• Collaborative and customer-oriented

• Ability to champion best practice and positively influence others

• Ability to collaborate effectively across different regions and cultures