ITSM Senior AnalystFull TimeHybrid Paying up to £80k. Key Responsibilities Provide appropriate service and ITSM process reporting on a regular basis to achieve targets, continuously improve and deliver excellent customer service Share best practice and coach on ITSM, increasing the internal body of knowledge. Working as One-GRS, drive the necessary improvements to address gaps and recommendations relating to ITSM processes and controls. Build and maintain relationships with colleagues across LII and LM Re COO and CIO functions and run education sessions (‘Lunch & Learns’) to champion service excellence and our ITSM strategy and governance Oversee and evolve Change Management Practices as well as Chairing the Local LII CAB meetings. Support Service Delivery Team leads and Managers with robust ITSM practices and process support. Oversee and evolve Major and High Priority Incident Management Drive adoption of Problem Management and Continual Improvement Oversee and evolve Change Management and CAB. Act as an escalation point for major incident and problem managementChange Management and CAB processes Contribute to ITSM capability and service improvement roadmaps, enhancing service management processes, governance, tools, reporting and compliance Skills and Experience Experienced Service Management professional with at least 5 years of relevant experience, ideally in a dynamic, demanding and highly regulated financial services environment. ITIL (Information Technology Infrastructure Library) qualifications - preferably ITIL intermediate Practical experience of working in an Agile team and culture