ITIL Process Lead

Applicable Limited is a leading provider of Unified Communications and managed email with aggressive growth plans ahead for 2020. It's an exciting time as we provide leadership in a growing market, delivering UC and enterprise voice services and consultancy from our bases in the UK, Australia and the US. Our team comprises some of the industry's best talent who lead, design deploy and support these cutting-edge services around the clock.

You will play a key role in contributing to the management of Operational Process including Incident and Problem.  You will also have additional responsibilities within Change and CSIP initiatives. 

This is a Service Delivery position and you will be responsible for the management and ongoing improvement of key ITIL processes. These ITIL processes will include Incident, Change, Problem, Event Management, Business relationship and potentially others as directed. 

You will be a key individual in risk identification and treatment: key owner of, and contributor to, business initiatives. Leading by example, with drive and enthusiasm to make a difference. 

This is a fantastic opportunity to launch your career in Process Management with a growing and dynamic team at Applicable. You will be an energetic and creative individual with the desire to develop a non-technical path. You will have exposure to any of the ITIL processes and a proven track record of contributing to success within a Service driven organisation. 

About the role

You will get involved in:

Process: Working with the accountable process owner, you will be responsible for a range of processes as directed by your line manager:  

• Owning the Priority incident stack/grid.  Ensure each incident is owned and managed with effective handover, updates and decision making 

• Participating in the EMEA Duty Incident Management (DIM) rota and the EMEA office Incident Management pool 

• Managing P3 incident effectiveness; elapsed time, effort, priority, SLA, feedback to enhance KSA 

• Participating in Change weekly CAB and PIR duties 

• Release Management; interfacing with Service Transition when new services and products impact delivery 

• Participating in the EMEA Change triage pool 

• Participating in Problem triage, prioritisation and management. Interfacing with technical teams 

• Own Informational impact assessment and approval 

• Opportunities for exposure to other disciplines across Applicable to develop you further 

• Achieve industry recognised accreditation – example. Risk qualification, ITIL intermediate. 

• Knowledge Management; ensuring relevance and accuracy of operational procedures. Working with delivery teams to ensure effectiveness.  

Risk: A key individual in risk identification and treatment: 

• Incident – via priority incident management 

• Change – via triage and POLDAT 

• Problem – via various techniques (5 Whys, etc) 

Continual Service Improvement: 

A key member of the Service Operations team: 

• Working with Service Desk Manager and other Service Delivery and business teams to ensure the effectiveness of the Service Delivery. 

• Owning and managing business aligned Service Delivery initiatives and improvement activities. 

Business Relationship management: 

A supporting member of the Business Relationship team 

• Engaging with Service Management for alignment and improvement of customer interactions 

• Engaging with Service Management to develop the skills required to manage a Tier 4 customer

About you

Skills and Attributes 

• Determined and enthusiastic to drive business change 

• Diligent and accurate, with an eye for detail  

• Excellent communications skills 

• Able to build trust and respect 

• Strong operational understanding 

• Service culture focus 

• Troubleshooting and problem-solving skills  

• Able to effect change. To build plan of approach, to shape the steps required to achieve the objective. Whether this is process, tooling or changing behaviours and culture. 

• Take the lead from senior management and process owners, owning and driving results 

• Ability to identify and quantify risk. Whether this risk affects our operational ability, quality, morale, service availability.   

• Ability to prepare quality written correspondence 

• Understanding of Applicable’s core go-to market services 


• Relevant technical or non-technical certifications 

• Experience of Incident, change or problem process management 

About us

What do you get in return?

An unparalleled experience of working for a small company that does big things and aspires to do much more. We offer a competitive salary and a great benefits package. You'll work with leading-edge technology, credible partners and customers, and you'll benefit from, and contribute to one of the most talented and driven teams around.

Our Values

Commit to Excellence

Be flexible and agile

Take ownership, take the initiative

Understand the customer and our value to them

Efficiency of Execution

Applicable are committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.