ITIL Specialist – Service Management (Grade IV)

About the role

The ITIL Specialist Grade IV will lead the design, implementation and continuous improvement of ITIL‑aligned service management practices within CHI Digital Health. This role ensures consistent, high‑quality delivery of Incident, Change, Problem and Request Management services while enhancing user experience and supporting governance and reporting requirements.

Key responsibilities

• Develop, embed and champion ITIL‑based processes across the digital health portfolio.
• Collaborate with operational teams, stakeholders and external partners to drive service standardisation and quality.
• Monitor and report on service performance using dashboards, KPIs and analytical tools.
• Support audit, governance and continuous improvement initiatives.
• Provide guidance and training on ITSM best practices.

Required profile

• Third‑level qualification in IT, Computer Science or a related discipline, or equivalent experience.
• 2–3 years of experience in IT Service Management or Service Delivery.
• Proven ability to apply ITIL principles in an operational environment.
• ITIL Foundation certification (or equivalent experience).
• Strong analytical, reporting and organisational skills.
• Excellent communication and stakeholder‑engagement abilities.

Required skills

• ITIL framework
• ServiceNow (or similar ITSM tool)
• Excel for data analysis and dashboard creation
• KPI definition and reporting
• ITSM tools proficiency

What we offer

• Structured onboarding with a dedicated induction programme.
• Opportunities to influence digital health service delivery at a national level.
• Professional development within a leading healthcare organization.