ITSM Lead, Monitoring & Event Management (ITIL)

Job Description

We�re looking for a proactive and technically astute ITSM Lead with deep expertise in IT Event Management and Monitoring to drive service reliability, visibility, and operational excellence. This role is pivotal in ensuring that IT services are continuously observed, analysed, and optimised to prevent disruptions and support business continuity. You�ll lead the design and execution of monitoring strategies, integrate event management into ITSM workflows, and collaborate across teams to deliver resilient, data-driven IT services.

Event Management & Monitoring Leadership

• Design and implement a comprehensive event management framework aligned with ITIL best practices.
• Define and maintain monitoring policies, thresholds, and alerting mechanisms across infrastructure, applications, and services.
• Ensure timely detection, categorization, and response to events that impact service performance or availability.
• Collaborate with Incident, Problem, and Change Management teams to ensure events are linked to actionable outcomes.

Service Performance & Analytics

• Develop and maintain dashboards and reporting tools to visualise service health and event trends.
• Analyse event data to identify patterns, predict potential issues, and drive proactive problem resolution.
• Present insights to stakeholders and recommend improvements to enhance service reliability.

Agile Collaboration

• Work within Agile squads to embed monitoring and event management into sprint cycles and service design.
• Participate in stand-ups, retrospectives, and planning sessions to align monitoring goals with delivery objectives.

Tooling & Automation

• Lead the configuration and optimisation of monitoring platforms (e.g., Splunk ITSI).
• Integrate event feeds into ITSM tools (e.g., HaloITSM) for seamless incident creation and escalation.
• Identify opportunities for automation and self-healing responses to recurring events.

Stakeholder Engagement

• Act as the escalation point for monitoring-related issues and service degradation.
• Collaborate with infrastructure, application, and business teams to ensure monitoring coverage meets operational needs.

Qualifications & Experience

• Proven experience in ITSM with a strong focus on IT Event Management and Monitoring.
• Solid understanding of ITIL practices, especially Service Operation and CSI.
• Experience with monitoring tools and platforms (e.g., Splunk).
• Familiarity with Agile methodologies and cross-functional team collaboration.
• Strong analytical, communication, and stakeholder management skills.
• Certifications: ITIL Foundation (required); ITIL Intermediate or Monitoring & Event Management Practitioner preferred; Agile/Scrum certification a plus.

Desirable Attributes

• Strategic thinker with a passion for proactive service management.
• Comfortable working in high-velocity environments with complex systems.
• Enthusiastic about leveraging data to drive decisions and improve service outcomes.
• Committed to continuous improvement and knowledge sharing.

A 50-50 joint venture between Tesco and VMO2 that was established back in 2003, Tesco Mobile has gone from strength to strength as we�ve launched into new services and markets. With more than 5 million customers, we�re the largest mobile virtual network operator in the UK. We�re proud to have an inclusive culture that�s uniquely Tesco Mobile, with a strong sense of community, plus all the benefits of working for one of the shareholders.

We care for human connection and we keep our customers at the heart of everything we do, which is why we�ve embraced the Agile way of working. Agile is more than just a methodology � it�s a liberating journey that puts customers and purpose first. It empowers us to self-organise, collaborate, co-create and rapidly inspect and adapt everything we do � allowing us to respond at pace to our customers� needs. It encourages variety of thought and enables us to thrive, both individually and collectively.

We are proud to have an inclusive culture at Tesco where everyone truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings. We're committed to creating a workplace where differences are valued, and make sure that all colleagues are given the same opportunities.�We�re proud to have been accredited Disability Confident Leader and we�re committed to providing a fully inclusive and accessible recruitment process. For further information on the accessibility support we can offer, please click here.

We�re a big business and we can offer a range of diverse full-time & part-time working patterns across our many business areas, which means that we can find something that works for you.� We work in a more blended pattern -�combining office and remote working. �Our offices will continue to be where we connect, collaborate and innovate. �If you are applying internally, please speak to the Hiring Manager about how this can work for you - Everyone is welcome at Tesco.

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