Product Specialist – ITSM Platform

We’re looking for a Product Specialist – ITSM Platform to join our Service Management Team to provide technical expertise and support for our IT Service Management tooling and help shape the future of service delivery across NEC. This role will be working on a Hybrid basis from our Chippenham or Hartlepool office. There will be occasional travel to customer sites and NEC Offices. In this role you’ll engaged with the design, configuration, and continuous improvement of our ITSM platform, ensuring it underpins world-class ITIL-aligned services for our business and customers.

You’ll work closely with stakeholders across the UK and globally, driving innovation and best practice in ITSM tooling. While our current platform is Ivanti, we welcome candidates with experience in other enterprise ITSM solutions such as ServiceNow, BMC Remedy, Cherwell, or similar—what matters most is your ability to own and evolve solutions for our  critical ITSM capability.

Main Responsibilities:

• Technical Leadership: Provide expertise in the management of the ITSM platform lifecycle—from design and configuration to optimization.
• Configuration & Design: Configure workflows, dashboards, and reporting to meet business needs; apply best practice for ITSM tooling.
• Architecture & Maintenance: Use technical architect skills to design, implement, and maintain the platform, including understanding database schema.
• Compliance & Standards: Ensure alignment with ITIL v4 practices and ISO20000 standards; maintain documented processes for certification.
• Performance Monitoring: Input into measurement, monitoring, and review of team and process performance using KPIs and CSFs.
• Mentorship: Develop and mentor team members across multiple geographic locations (UK and India).
• Stakeholder Collaboration: Work closely with ITIL process owners and business stakeholders to deliver an end-to-end ITIL-aligned service.
• Continuous Improvement: Suggest and implement strategies for service improvement based on business priorities.
• Vendor & Partner Management: Build and maintain relationships with internal teams and third-party suppliers.
• Reporting: Provide input into team reporting and ensure adherence to OLAs.
• Communication: Act as an excellent communicator at both technical and stakeholder levels.
• Critical Thinking: Evaluate systems and make adjustments consistently as needed.
• Time Management: Balance short-term actions with long-term objectives effectively.