This is a strategic process improvement and subject matter expert (SME) role, focused on driving modern, data-informed service excellence. It is not an administrative or technical position.
As an ITSM Specialist, you will support the Senior Service Management Lead in evolving across ITSM Office-supported processes to meet the demands of modern, agile, and product-oriented IT organisation. You will act as a process SME for selected ITSM practices, using automation, analytics, and user-centric design to deliver measurable improvements and enhance service maturity.
Main duties and responsibilities
- Owning and evolving ITSM processes, ensuring they are fit-for-purpose, scalable, and aligned with business goals and industry best practices.
- Leveraging automation and AI capabilities within the ITSM Tool to streamline workflows and reduce manual effort.
- Collaborating with product and platform teams to embed ITSM practices into agile delivery models.
- Using modern visualisation tools and dashboards to communicate insights and performance trends.
- Driving adoption of digital-first practices and self-service capabilities across ITSM processes.
- Identifying and implementing continual service improvements using data-driven insights and industry best practices.
- Delivering analytics and reporting to measure process performance and identify improvement opportunities.
- Providing expert guidance and support to IT and business teams on ITSM processes and best practices.
- Acting as a stakeholder in IT and business projects, ensuring process alignment and governance.
- Supporting the Major Incident Management rota, contributing to effective resolution and post-incident learning.
- Championing customer experience, ensuring processes are designed with the end-user in mind.
- Exploring and recommending enhancements to ServiceNow modules to support process maturity.
- Supporting internal and external audits, ensuring process compliance and readiness.
- Educating and enabling teams through training, documentation, and coaching on ITSM processes.
- Staying current with industry trends, participating in forums and professional communities to bring fresh thinking into the organisation.
About you
- Certified in ITIL v4.
- Experience working in modern IT environments, including agile, DevOps, or product-platform operating models.
- Familiarity with digital transformation initiatives and how ITSM supports evolving business needs.
- Ability to translate complex process requirements into intuitive, user-friendly experiences.
- Experience with modern reporting and analytics tools (e.g. ServiceNow Performance Analytics, Power BI).
- Proven experience in ITIL General Management and Service Management practices.
- Demonstrated ability to drive process improvements and deliver measurable outcomes.
- Strong analytical skills with the ability to interpret data and translate insights into action.
- Excellent communication and stakeholder engagement skills.
- Comfortable working across multiple teams and managing competing priorities.
- Proactive, self-motivated, and able to manage workload independently.
- Customer-focused mindset with a passion for service excellence.
- Experience with ServiceNow or similar ITSM platforms is desirable.
About us
We're a global law firm helping our clients achieve their goals wherever they do business. Our pursuit of innovation has transformed our delivery of legal services. With offices in the Americas, Europe, the Middle East, Africa and Asia Pacific, we deliver exceptional outcomes on cross-border projects, critical transactions and high-stakes disputes.
At DLA Piper, we understand that inclusion is not a one-size-fits-all concept. We embrace and celebrate the range of perspectives, backgrounds and experiences that each individual brings to our firm. By fostering a culture that welcomes and appreciates all aspects of our individuality, we ensure that everyone has the opportunity to succeed.
Our commitment to inclusion and positive social impact enables us to provide exceptional service to our clients and communities, while nurturing a unique and inclusive culture for all our people. We welcome the unique contribution that you will bring to our firm and actively encourage applications from all talented people – however your talent is packaged, whatever your background or circumstance and regardless of how you identify.
We are committed to being accessible and accommodating any reasonable adjustments needed throughout the recruitment process to ensure an inclusive experience for all. If you need any support or adjustments, please let us know.
Where local legislation permits, we will conduct relevant pre-engagement screening checks prior to your first day.
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At DLA Piper, we aim to make meaningful progress and build an inclusive culture where anyone affected by disability, neurodiversity or a long-term health condition has an equitable and accessible chance of success. If you think you may need adjustments or additional support to enable you to participate in our recruitment process, please contact our Recruitment team and we will be happy to support you.
Agile Working
We recognise that people have responsibilities and interests outside of their career and that as a business, we all benefit from working flexibly. That’s why we are open to discussing with candidates the different ways in which we are able to support requests for agile working arrangements.
Pre-Engagement Screening
In the event that we make an offer to you, and where local legislation permits, we will conduct pre-engagement screening checks that may include but are not limited to your professional and academic qualifications, your eligibility to work in the relevant jurisdiction, any criminal records, your financial stability, and references from previous employers.
Our hiring approach
Our hiring approach enables us to learn about the professional and person you are, and gives you the opportunity to learn about us. Your recruitment experience can differ depending on the type of role you are interviewing for. You will always meet your direct Line Manager for your role, as well as peers and close collaborators for the position. For some of our roles we may also use assessment tools, practical exercises, and panel presentations. Your Recruitment Business Partner will inform you of the recruitment process at the start of any recruitment process, but please let us know if you have any questions prior to making an application.
Lawyers
We’re redefining what an international law firm can be. With a unique global network and an unparalleled range of expertise, this is where you’ll work on the cases that shape the world and will define your career.
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