Role Overview
Nomo Bank is seeking an experienced IT Service Management (ITSM) Specialist to
own and coordinate the ITSM services delivered through the BDF service catalogue.
This role is responsible for the governance and coordination of ITSM services across
service requests, incidents, major incidents, problems, third-party services,
knowledge, change and release support and monitoring, availability and capacity
management. The role will ensure services are delivered consistently, meet agreed
service levels and have clear ownership, reporting and continual improvement.
The ITSM Specialist will work closely with service delivery, engineering, product,
operations, business teams and third-party providers to maintain service
performance, operational stability, and clear accountability.
Key Responsibilities
ITSM Governance and Service Ownership:
Own and coordinate the full IT Service Management service catalogue.
Maintain clear service scope, ownership, workflows, controls, service levels and escalation routes.
Ensure ITSM processes align with agreed policies, SOPs, contractual commitments and ITIL practices.
Coordinate effectively across internal service delivery teams and key stakeholders.
Service Request Management:
Oversee service requests from logging and validation through approval, fulfilment and closure.
Monitor request backlogs, ageing, SLA performance, communication and closure quality.
Ensure standard request types and workflows remain clear, controlled and fit for purpose.
Incident & Major Incident Management:
Own the end-to-end incident lifecycle across all priorities.
Ensure effective triage, prioritization assignment, escalation, resolution and closure.
Lead or coordinate major incidents, including declaration, war rooms, stakeholder updates, service restoration and post-incident reviews.
Act as a senior escalation point for complex or business-critical incidents.
Problem Management:
Own and mature reactive and proactive Problem Management.
Lead Root Cause Analysis for high-impact, recurring or unclear-cause incidents.
Manage the problem backlog, known errors, corrective actions and permanent fixes.
Use incident trends to reduce recurrence and improve service stability.
Third Party Service Management:
Coordinate operational service management with third-party providers.
Track supplier incidents, responses, resolutions, SLA risks, RCA delivery and corrective actions.
Escalate supplier performance risks through the agreed governance and management routes.
Knowledge Management:
Ensure knowledge articles, runbooks, known-error records and support procedures are created, reviewed and maintained.
Promote consistent use of approved knowledge and capture lessons from incidents, problems and service changes.
Change, Release & Service Introduction:
Support Change and Release Management with impact assessments, implementation plans, testing evidence, rollback plans and operational readiness.
Ensure approved changes are communicated, implemented and validated in line with governance requirements.
Confirm new or changed services have suitable support models, monitoring, documentation and ownership before go-live.
Monitoring, Availability & Capacity:
Oversee monitoring and alerting activities for supported services.
Ensure actionable alerts are triaged, recorded and managed through Incident Management.
Review availability, capacity, recurring alerts, monitoring coverage and threshold quality with technical teams.
Service Levels, Reporting & Continuous Improvement:
Monitor and report service performance, including SLA compliance, MTTR, backlog, recurrence, availability and service trends.
Produce clear operational, monthly and quarterly service reporting for relevant stakeholders.
Manage SLA risks and breaches, assign corrective actions and track them to closure.
Drive continual improvement across processes, tooling, automation, reporting and service reliability.
Stakeholder & Vendor Management:
Build strong working relationships across service delivery, engineering, product, operations, business teams and third-party providers.
Provide clear, timely and appropriate updates during incidents, service reviews and escalations.
Maintain clear accountability and ensure actions, owners and target dates are recorded and followed through.
Skills & Experience
Strong experience managing multiple ITSM practices within an ITIL environment.
Practical experience in Incident, Major Incident, Problem, Service Request, Knowledge, Vendor, Change and Service Level Management.
Experience with monitoring, availability, capacity and operational readiness.
Strong analytical skills, with the ability to use metrics and trends to improve service performance. - Experience with Jira Service Management, Confluence and monitoring tools such
as Datadog.
Excellent communication, stakeholder management, escalation and coordination skills across technical and business audiences.
Experience working across internal teams and third-party providers in a regulated or high-availability environment.
