ITIL Service Management Specialist - Remote - Inside IR35

About Us:

Solirius Reply, part of the Reply Group, is a technology consultancy and digital transformation partner that helps organisations solve complex challenges through strategy, design, engineering, and delivery.

We work closely with our clients to deliver secure, accessible, user-focused services that evolve with their needs. By combining deep technical expertise with people-centred design, we create solutions that deliver meaningful, lasting impact.

Our consultants partner directly with client teams, embedding into organisations to understand their goals, challenges, and users. This collaborative approach enables us to deliver tailored solutions that drive measurable outcomes across public and private sectors.

Past and present clients include the Ministry of Justice, Department for Education, Ministry of Housing, Communities and Local Government, UEFA, International Olympic Committee, and Mercedes-Benz. Our services span the full digital delivery life cycle, including architecture, engineering, delivery management, user-centred design, business analysis, data, DevOps, and AI.

We operate as a collaborative and inclusive organisation that empowers our people to take ownership, innovate, and develop their expertise. As an equal opportunities employer, we are committed to encouraging equality, diversity, and social mobility, while creating opportunities for our teams to work on meaningful projects that deliver lasting impact.

About You:

You are a motivated and adaptable professional with a strong analytical mindset and a passion for using technology to solve real-world problems. You enjoy working in collaborative, agile teams and take pride in delivering high-quality solutions that make a tangible impact. With strong communication skills and a consultative approach, you're comfortable engaging with clients, understanding their needs, and translating them into effective outcomes.

The Role:

1. Knowledge Management & KBA Creation

• Draft and Publish KBAs: Author clear, concise, and user-friendly Knowledge Base Articles tailored for both first-line Service Desk agents (for rapid triage) and second/third-line platform teams.

• Translate Technical Change: Work closely with M365 architects, security specialists, and engineers to translate technical configurations and governance rules into actionable support documentation.

• Self-Service Enablement: Identify opportunities to create end-user facing self-help documentation to reduce the influx of low-complexity tickets to the Service Desk.

2. Service Design & Operational Readiness

• Process Development: Define and document end-to-end incident, problem, and request fulfilment processes specifically for Microsoft Copilot.

• Service Desk Guardrails: Establish clear escalation pathways, priority matrices, and routing rules

• Operational Procedures: Standardise day-to-day operational procedures for service teams to manage updates, licensing requests, and access controls.

3. Transition to BAU (Business-As-Usual)

• Operational Readiness Assessment: Lead readiness reviews to ensure service teams meet all criteria

• Support Team Upskilling: Brief and walk through new processes and KBAs with the Service Desk teams to ensure high confidence and operational capability.

• Hypercare Support: Provide dedicated support management during the immediate post-launch phases as different "professions" and user segments are onboarded.

Skills & Experience Required

• ITIL Framework Expertise: Strong, demonstrable experience working within ITIL frameworks (ITIL v3 or ITIL 4 certification preferred), specifically focusing on Service Transition, Service Operation, and Knowledge Management.

• Technical Copywriting/Technical Writing: Exceptional ability to write clear, structured, and easy-to-read Knowledge Base Articles (KBAs) and Standard Operating Procedures (SOPs).

• M365 Ecosystem Familiarity: A solid understanding of the Microsoft 365 platform (Teams, SharePoint, Office apps)

• Stakeholder Engagement: Proven ability to collaborate effectively with both highly technical platform teams (architects, security, engineers) and business-facing change management teams.

• Transition Management: Experience successfully transitioning a new corporate-wide software or SaaS tool from a project delivery state into a sustainable BAU support model.

• Experience working within public sector frameworks or organisations.