Job Description

ITIL Analyst
£56k – £82k a year
PCD300242

Do you thrive on improving IT service delivery and want to shape best-in-class ITIL processes from within a collaborative, forward-thinking environment?
We’re working with a well-established law firm to find a driven ITIL Process Analyst to join their expanding IT function following an internal promotion. If you’re passionate about continuous improvement and want to drive meaningful change, this could be the perfect next step in your career.
What You Need to Know
The organisation is a permanent position based in London, offering £55,000 - £58,000 plus bonus. You'll work in a hybrid model (3 days in the office), embedded in a close-knit team with clear strategic goals.
Your focus will be across core ITIL processes - Incident Management, Change Enablement, Service Request, and Problem Management - with opportunities to expand into other areas as the function evolves.
What’s in It for You?
• Join a firm that promotes from within, this vacancy exists because the last person in post progressed
• Take ownership of process maturity across ITIL practices
• Contribute to a culture of continuous improvement within a professional, inclusive team
• Gain exposure to major incident management and governance, with support from a highly experienced ITIL Process Manager
• Work for a stable, respected firm in the legal sector, without needing prior legal experience
Core Responsibilities & Tech Exposure
• Maintain and enhance ITIL process documentation and policies
• Support and lead incident investigations, change processes, and service improvements
• Deliver post-incident reviews and identify opportunities to reduce repeat issues
• Contribute to CAB meetings and maintain change schedules
• Track KPIs, produce meaningful reporting, and influence decisions on service performance
• Promote ITIL best practices across teams and offer coaching where needed
• You’ll likely use or be exposed to ITSM platforms, infrastructure services, and reporting tools.

What You’ll Bring
• Prior experience in IT service management with hands-on delivery of ITIL processes
• An ITIL Foundation certification (higher-level ITIL credentials are a bonus)
• A sharp eye for process gaps and a drive to streamline service delivery
• Confidence in engaging across technical and non-technical stakeholders
• A proactive mindset, calm under pressure, and focused on outcomes
• Comfortable working in structured environments with strong documentation and governance practices
Ready to take the lead on process improvement and grow your impact in a firm that values IT as a strategic asset?
Apply now or get in touch for a confidential chat.