ITSM Process Lead

Brewin Dolphin is one of the UK's leading independent providers of discretionary wealth management. We offer award-winning personalised wealth management services that meet the varied needs of over 100,000 account holders, including individuals, charities, and pension funds. We specialise in helping clients protect and grow their wealth by creating financial plans and investment portfolios that meet personal and professional ambitions and aspirations. Our services range from bespoke, discretionary investment management to retirement planning and tax-efficient investing. About this Opportunity We have an exciting opportunity for an experienced Service Management professional to join our Service Management team as a ITSM Process Lead. The Service Management team is responsible for managing and overseeing ITSM process, supporting compliance across end-to-end support processes to all technology. As the ITSM Process Lead you will report to the ITSM Process Manager and be responsible for the co-ordination of all ITSM Processes, supporting Incident, Major Incident, Problem, Change, Service Asset and Configuration Management (SACM) and Service Transition processes and activities aligned to the ITIL framework.  Responsibilities Ensure the processes, procedures, education, and overview sessions are held and reviewed on a periodic basis. Quality standards are met and completed in a timely fashion. Support and participate in internal/external audit reviews and requirements. Organise, chair and drive process related meetings, such as the change advisory board (CAB) meetings or PIR meetings, document outcomes and follow up actions to record closure. Effectively engaging with people at all levels across BD including management and maintain excellent working relationships with all stakeholders, liaising with various teams across Technology. Develop & enhance a framework to improve process maturity, identifying and addressing and process gaps, improving the effectiveness of ITSM processes. Ensuring SOPS for reporting standards, templates are updated. Provision and analysis of management information and reporting metrics to improve performance of Technology. Skills and Qualifications Knowledge and good working experience of ITIL processes. ITIL 3 Foundation  (or higher) Driving continual processes improvements to support business change, bringing forward suggestions, ideas, encourage and feedback is instilled as best practice ensuring defined policies and procedures are followed. Excellent organisational, communication (both written and oral) and documentation & reporting skills, with the ability to provide MI and data when requested.  The ability to influence strategic direction, set and drive improvement plans and work collaboratively across teams. An analytical mind, ability to identify issues and trends relating to the ITSM Processes An exceptional understanding of Technology and Business needs and knowledge of Technology industry standard best practices. A ‘can do’, solutions focused approach and be willing and able to adapt to change as and when it arises with a clear-headed approach A proactive approach, seeking to develop your knowledge and skills, being self-directed in your learning, and receptive to feedback about any improvements that could be made. Able to implement audit practices and instil these practices within the Business to ensure data integrity Proactive in supporting and seeking to develop those around you, by acting as a mentor and coach in all areas of ITSM Process Management, with the ability to multi-task efficiently, using your initiative to prioritise workloads effectively. Experience of awareness of DevOps environments A strong knowledge of working with ServiceNow or other ITSM tool. About you: We are looking for people with not only the right skills, but those who demonstrate our values in how they approach their work and colleagues. Genuine – Shows empathy and understanding for the needs of clients and colleagues. Team worker demonstrating trust, respect and integrity. Expert – Applies skills and knowledge to achieve objectives and makes the complex simple. Brings together the right people and grows expertise to get the best results for clients. Seeks continuous improvement. Ambitious - Works hard to be at their best. Embraces change for the better. Strives to do the best for clients and colleagues. Brewin Dolphin is proud to be an equal opportunity employer. We are committed to recruiting and developing a diverse workforce, inclusive of race, religion, age, gender, sexual orientation and disability. If you have particular requirements in relation to accessibility or mobility during the recruitment process, please let us know and we will do our best to make suitable adjustments. To apply for this role, please click the “Apply” button below. The closing date for applications is 26/07/2022.  Some of our vacancies receive high numbers of applications and we may decide to close this sooner, so we would encourage you to apply as early as possible. #LI-CA1 This employer is a corporate member of myGwork - LGBTQ+ professionals, the business community for LGBTQ+ professionals, students, inclusive employers & anyone who believes in workplace equality.

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Job Overview



Date Posted:

Posted 4 weeks ago

Expiration Date:



Newcastle Upon Tyne



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