Job Description

IT Service Management Specialist

Grade 9 - 54,267-58,461pa

About the Job

We're seeking a dynamic and experienced IT Service Management Specialist to lead the delivery of high-quality IT services across the Council. This role is central to ensuring operational excellence through the application of ITIL principles, with a strong focus on Major Incident Management, Problem Management, and Service Level performance.

Main duties and responsibilities include:

Leading the Council's response to

Major Incidents

, ensuring swift coordination, resolution, and communication across stakeholders. Managing the

Problem Management

lifecycle--diagnosing root causes, implementing preventative measures, and maintaining documentation within the configuration management system. Monitoring and reporting on

Service Level Agreements (SLAs)

and

Key Performance Indicators (KPIs)

to ensure consistent and reliable service delivery. Overseeing third-party support contracts, negotiating service credits, and enforcing contractual terms to maintain high standards. Maintaining and publishing a clear and accessible

Service Catalogue

, ensuring users understand available services and how to access them. Managing IT assets issued to end-users, including secure storage, distribution, reassignment, and disposal. Supporting financial planning and budget monitoring, identifying risks to expenditure and providing timely reports. Deputising for the Head of IT Service Delivery and participating in out-of-hours support on a rota basis (additional payment provided). Leading stakeholder engagement strategies, including complaint handling, issue resolution, and lessons learned. Promoting financial and commercial awareness to ensure value-for-money service delivery. Maintaining accurate records of systems, services, contracts, and assets in the

Configuration Management Database (CMDB)

. Supporting risk identification, assessment, and mitigation across IT service delivery.

About You

Experience:

We're seeking a candidate who brings:


A degree or equivalent work-related attainment or experience. Relevant certifications aligned with ITIL and service management (e.g., ITIL Foundation or Practitioner). Proven experience in managing major incidents, problem resolution, and service level performance. Strong understanding of ITIL processes and their impact on service delivery and user experience. Experience managing supplier relationships and contractual obligations. Excellent communication and stakeholder engagement skills. Leadership in operational management and collaborative working across diverse teams.
For an informal discussion about the post, please contact Lee.Osbourne@havering.gov.uk

Closing date:

18th September 2025


Please note: We may close the vacancy early if interest is high.

You will be notified if your application has been successful. Interview date to be confirmed.


If you need help with your online application, contact the Recruitment Helpdesk on 01708 432770.

Additional Information

We want everyone to choose Havering. When you apply for a job with us, your application is considered on its merits regardless of your age, disability, ethnicity, faith, gender identity or sexual orientation. Our residents and service users come from all walks of life, and so do our employees. Find out what it means to Choose Havering .


The London Borough of Havering has important responsibilities for safeguarding and promoting the welfare of children, young people and vulnerable adults. If you are appointed to a job that involves working with these groups, you may be subject to a Disclosure and Barring Service (DBS) check.

Please attach your supporting statement, explaining in no more than x2 A4 sides why and how you meet the criteria for this role.

We practice anonymised recruitment. Please ensure that you remove all personal information from any documents that you upload.

*About Us

With its excellent transport links into central London, extensive town centre regeneration and the highest concentration of green space anywhere in London, Havering has a unique offer as a place to live, work and visit. By making the most of its position and opportunities, Havering is becoming a hub for start-ups and expanding businesses, as well as construction, logistics, engineering and manufacturing industries.
Find out why you should work for Havering Council .