ITSM Process Owner

We're looking for an ITSM Process Owner to join our Service Management team, based from NEXT Head Office in Leicestershire!

The Role:

As an ITSM Process Owner, you’ll play a pivotal role in shaping and driving our IT Service Management framework. You will take full accountability for the end-to-end lifecycle of our assigned IT processes—from initial design and deployment through to continuous performance optimisation. Working closely with IT teams, management, and wider business units, you’ll ensure our processes deliver high-quality, value-added services that support both our internal teams and external customers. At NEXT, we are committed to setting you up for success; you'll receive comprehensive support and the necessary training to embed yourself into our systems, helping you champion these processes and drive true organisational efficiency.

What You’ll Take On:

• Shape and optimise processes: Implement, review, and maintain ITSM processes to ensure they align with business objectives, industry best practices, and regulatory standards (including FCA and data privacy).
• Drive continuous improvement: Evaluate existing methodologies to identify and execute efficiency enhancements, actively exploring virtualization and automation opportunities.
• Measure and govern success: Define process requirements, establish KPIs, and monitor adoption metrics to ensure consistent, high-quality service delivery and strict compliance across the business.
• Collaborate and communicate: Translate business requirements into workable development stories within an Agile framework, and clearly communicate process changes or new requirements to stakeholders.
• Lead and support projects: Contribute to the project lifecycle, ensuring deliverables meet ITIL standards and provide a seamless customer experience.
• Manage documentation and training: Maintain up-to-date process documentation and provide necessary training and education across the organisation.
• Own the final release: Conduct final testing for all process changes and provide the ultimate sign-off to authorise releases into the live environment.

What You’ll Bring:

• Technical proficiency: Strong knowledge of ITSM platforms (such as ServiceNow), the ITIL framework, and working within Agile methodologies.
• A strategic, forward-thinking mindset: The ability to look beyond the status quo, build progressive process roadmaps, and align technical solutions with core business functions.
• Excellent communication and influence: The confidence to engage, negotiate, and collaborate with stakeholders at all levels, gaining buy-in and resolving conflicting priorities effectively.
• Strong organisational skills: Outstanding planning capabilities with the ability to manage your time efficiently and prioritise backlogs based on business value.
• Leadership and ownership: A natural ability to guide teams, foster a culture of accountability, and act as both a "cheerleader" and a "problem-solver" for your processes.
• Adaptability and resilience: The capacity to respond positively to difficult or unexpected business challenges, alongside a dedication to ongoing learning in areas like AI and automation.
• A collaborative spirit: An enthusiastic team-player attitude, with the confidence to challenge constructively, a willingness to coach others, and a great awareness of NEXT and our core values.

We build on success, learn from failure and go again. We support our team members with continuous opportunities to learn, ensuring you have the training needed to master new technical tools, grow your career and thrive in our fast-paced environment.

Ready to take on your next challenge? Apply now!

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Benefits