📍 Location: Swansea (Hybrid working)
💷 Salary: £30,485
🕒 Contract Type: Permanent; Flexible working, Full-time, Job share, Part-time
About the role
Can you analyse IT service management processes and identify opportunities for improvement? Do you enjoy working with stakeholders and technical teams to drive continual service improvement and embed best practices? Have you used data, reporting or performance measures to identify trends and support decision-making?
As an IT Service Management (ITSM) Practice Co-ordinator, you will support the delivery of a wide range of IT Service Management practices, ensuring effective service delivery, operational resilience, and continual improvement across critical digital services. You will work collaboratively with technical teams and stakeholders to assist in the co-ordination of incidents, changes, service transitions, configuration data, performance monitoring, and reporting activities.
Key Responsibilities include, but are not limited to:
• Contribute to the completion of tasks and activities involved in the day-to-day operation of all the below ITSM practices and functions for the services within your team’s tower.
• Take ownership of lower complexity process tasks and activities underpinning management of the practices within your service tower, adopting a pro-active mindset.
• Collate basic data and information from ITSM tooling to support reporting activities for your service tower.
• Possess awareness of reporting metrics relevant to ITSM practices and your service tower and why they are important.
Benefits
• Employer pension contribution of 28.97% of your salary.
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays and a privilege day for the King’s birthday.
• Flexible working options where we encourage a great work-life balance.
• Best in class learning and development tailored to your role.
• An environment with flexible working options where we encourage a great work-life balance.
• A culture encouraging inclusion and diversity with a range of staff communities to support all our colleagues.
• Generous employer contribution of 28.9%, depending on chosen pension scheme.
• Digital communities with clear career frameworks.
• On-site gym plus personal training available (membership applies).
• On-site nursery, restaurants and coffee bar.
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
• Free parking.
About you
Genuine interest in ITSM who enjoys working in a dynamic, innovative, and collaborative environment.
We are seeking an individual who demonstrates initiative, takes pride in delivering high-quality work and is keen to learn and develop their expertise.
Ability to proactively prioritise tasks to meet daily demands of the role.
Strong communication skills are essential, as you will need to build positive working relationships with stakeholders and technical teams.
Comfortable discussing technical concepts with colleagues, translating information where necessary.
A curious and analytical mindset, enjoying problem-solving and identifying opportunities for improvement that deliver value to the organisation.
If you do not already hold an ITIL 5 foundation certification, you must be willing to work towards achieving it once in post.
📅 Apply before
11:55 pm on Monday 14th September 2026
More Information
- Address Swansea (Hybrid working)
- Salary Offer £30,485
- APPLICATION LINK https://bit.ly/46CxjAQ
