ITSM Process Owner - Incident & Problem Management

• Full-time

What You’ll Do

• Own the end-to-end governance, consistency, and continual improvement of one or more ITIL process domains across Primark’s technology estate, ensuring alignment with business needs, ITSM strategy, and compliance across internal teams and third‑party partners, reporting to the Service Assurance Lead.
• Act as the accountable owner for assigned ITIL processes (e.g., Incident, Problem, Change Management), defining, documenting, and maintaining policies, standards, workflows, and procedures while ensuring consistent adoption, governance, and compliance against agreed KPIs and SLAs.
• Serve as the subject matter expert and escalation point for process-related issues, supporting integration with ITSM tools such as ServiceNow, identifying optimisation and automation opportunities, and collaborating with Service Desk, Service Owners, Transition Manag...