Senior Service Management Practitioner

Final date to receive applications

5 March 2026

IT Services

Newquay, Cornwall, UK

Practice Management ensures that standardised methods and procedures (ITIL
4) are used for efficient and prompt handling of all Problems, Changes and Incidents, minimising impact on the organisation and applying a continual improvement mindset.

The primary responsibility of this role is to support the Problem Management Practice Manager in running the Problem Management processes in accordance with the ITIL 4 Problem Management Practice. This includes the monitoring, analysis, updating and reviewing of the Problem records, and enhancing the Problem Management processes and documentation.

There is an expectation that the role holder will develop the confidence and capability to deputise for the Problem Management Practice Manager when required. In addition to the handling of Problems, this requires a sound understanding of the complex service architecture in place at King’s College London (KCL), for which in‑role training will be provided.

Whilst the role will be primarily focused on supporting the Problem Management Practice, there will also be a requirement to:

• provide full cover of the roles of Incident Management Practitioner and Change Enablement Practitioner as and when required e.g. during holidays, sickness, training.
• administer and maintain the Continual Improvement Register, ensuring all entries are accurately recorded, regularly reviewed, and kept up to date to reflect current initiatives and progress.
• proactively participate in or take leadership of continual improvement initiatives beyond the scope of Problem Management.
• provide support to other areas of the IT Service Management Team in the day‑to‑day operation of the ITIL‑based processes adopted by King’s Service Centre. As such, the role will play a key part in supporting the delivery of high‑quality business and administrative support, help to analyse service performance and improve IT processes.

In the role, the post holder will have contact with various KCL Managers, colleagues and external suppliers via face to face and remote communication (including online meetings, telephone and email). It is vital that the post holder has excellent communication and customer services skills, along with the ability to work calmly, accurately, and follow process under pressure.

As a high‑profile role within the Service Management team, the post holder will also need to routinely demonstrate a sound knowledge of the principles of Service Management, especially those detailed within the ITIL framework. Some travel may be required for meetings and training, (predominantly between Quintrell Downs and university campuses in London).

Support the daily operation of the Problem Management Processes across KCL, providing advice and guidance on matters involving Problem Management and other related aspects of Service Management.

• Ensure all Problem records are recorded, classified, prioritised, assessed and actioned appropriately.
• Create and update Knowledge Base (KB) articles for workarounds and Known Errors (KE) which are identified throughout the lifecycle of the Problem record.
• Coordinate Problems and Known Errors in accordance with the Problem Management process.
• Assist with identifying Problems through event log analysis and other tools.
• Identify and implement actions to drive the measurable reduction in incident occurrences.
• Ensure root cause analysis actions are completed and resolvers chased for updates where required.
• Improve the response and resolution times of Problems.
• Provide guidance and Problem process training to support teams.
• Ensure the Problem Management processes interface with other processes such as Incident Management and Change Enablement.
• Assist in Major Incident Reviews (MIR) and conduct these in the absence of the Problem Management Practice Manager where necessary.
• Deputise for the Problem Management Practice Manager in the day‑to‑day identification and handling of Problems and hosting resolver group meetings as required.
• Analyse Service Management data, mainly in relation to Problem and Incident…