Wolters Kluwer is seeking a motivated and talented Senior ITSM Engineer – Operations & Governance to join our dynamic IT Service Management Office (ITSMO). This is an exciting opportunity for an individual with hands-on experience in mature IT operations and service management to further develop their skills and make a meaningful impact within a forward-thinking organization.
As a Senior ITSM Engineer, you will play a crucial role in providing expert operational oversight across our ITSM practices — Change Enablement, Incident Management, Service Request Management, Problem Management, Service Level Management and Availability Management — ensuring that the processes and controls established by our Outcome Owners are consistently applied and are delivering their intended outcomes.
In this role, you will be responsible for working closely with various stakeholders, including our experienced operations and engineering teams, DevSecOps, Cloud Operations, Security, Compliance and other key partners. Your primary focus will be on operational assurance and performance management,monitoring how each practice is actually performing, reviewing change records and request fulfilment for quality and compliance, investigating recurring execution issues, facilitating performance reviews and coordinating practical improvements to the way ITSM is operated day to day.
You will be involved in a wide range of tasks, including assuring change quality and approval compliance, monitoring request and incident performance against target, supporting problem management and post-incident review, conducting control and compliance reviews, and building the dashboards and analysis that make service performance visible.
You will gain hands-on experience with a variety of service management and automation technologies, including ServiceNow, Power BI, xMatters and AI-enabled workflow tooling, and your foundational understanding of ITIL and IT4IT concepts will be critical as you contribute to the implementation of best practices.
As a Senior ITSM Engineer, you will act as a senior operational advisor to technology teams, providing guidance on process adoption and validating that practices are being followed in reality rather than on paper. Where a process, control or capability design appears to be the underlying problem, you will provide structured, evidence-based feedback to the relevant Outcome Owner rather than working around it. Your attention to detail, analytical rigor and ability to communicate clearly will be essential to the successful delivery of reliable services.
This position offers a fantastic opportunity for growth and career development within a supportive and innovative environment. You will have the chance to work with state-of-the-art technologies, be part of a collaborative and high-performing team, and make a significant impact on our organization's success. If you are passionate about service reliability and eager to take your career to the next level, we encourage you to apply and join our team at Wolters Kluwer.
ESSENTIAL DUTIES AND RESPONSIBILITIES
ITSM Practice Assurance and Performance
- Monitor process performance across all ITSM practices — Change Enablement, Incident Management, Service Request Management, Problem Management, Service Level Management and Availability Management — and report on execution quality against defined standards.
- Assure Change Enablement execution: review change records for risk assessment quality, approval compliance, testing and back-out evidence, and analyse emergency, unauthorised and failed changes.
- Assure Service Request Management execution: monitor fulfilment performance against target, catalogue accuracy, approval routing and automation coverage, and identify requests being raised as incidents.
- Assure Incident Management execution: review categorisation and priority accuracy, assignment and routing quality, record completeness, reopen rates and resolution performance.
- Support Problem Management through post-incident reviews, root-cause analysis and tracking of corrective actions to evidenced closure.
- Monitor SLA, SLO and KPI performance across practices and escalate deviations with supporting analysis.
- Facilitate process and service performance reviews with technology teams and operational stakeholders.
Compliance, Control and Improvement
- Conduct operational assurance and compliance reviews, assessing process adoption and control effectiveness across technology and DevSecOps teams.
- Analyze trends, exceptions and recurring issues across change, incident, request, problem and availability data to identify risk patterns.
- Coordinate remediation actions arising from assurance findings, audits and performance reviews.
- Identify operational improvement opportunities and lead their implementation within agreed scope.
- Escalate process design and capability deficiencies to Outcome Owners with structured supporting evidence.
- Support audits and operational control reviews and maintain governance documentation.
Reporting and Automation
- Build and maintain trusted ITSM reporting and dashboards that connect operational data across practices to business impact.
- Develop scripts, automations and AI-enabled workflows across ServiceNow, Microsoft Teams, xMatters, Power BI and observability platforms to reduce manual effort, with appropriate validation and guardrails.
- Improve the quality and consistency of ITSM data used for governance and reporting.
Governance Support and Operations
- Support ITSM governance forums, including CAB and ECAB, with preparation, analysis, actions and follow-up.
- Provide practical guidance to operational teams on process adoption, policy and controls.
- Support major incident response, including resolver-team engagement, stakeholder updates and post-incident data capture.
- Document processes, procedures and operational runbooks.
- Communicate technical concepts, process performance and service risk clearly to non-technical stakeholders.
- Stay up to date with emerging technologies and industry trends and continuously improve systems, processes and methodologies.
OTHER DUTIES
- Performs other duties as assigned by management.
- Participates in a 24x7x365 on-call rotation with the Service Delivery and Operations team.
JOB QUALIFICATIONS & EXPERIENCE
Requirements:
- Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent relevant experience.
- Minimum of 5 years supporting IT operations or IT Service Management in a large, complex enterprise, including 3+ years across cloud, infrastructure, network, application or platform operations.
- Demonstrated experience assuring or operating multiple ITSM practices, including Change Enablement, Incident Management, Service Request Management and Problem Management.
- Practical understanding of change risk assessment, approval models and change governance in a regulated or audited environment.
- Solid working knowledge of ITIL and ITSM practices, with familiarity with the IT4IT reference architecture,
- ITIL Foundation certification is must.
- Hands-on experience with ServiceNow, including reporting, workflow configuration and operational data quality.
- Proficiency with Power BI or comparable analytics tooling for building operational dashboards and performance reporting.
- Proficiency in scripting languages such as Python, PowerShell or Bash for automation tasks, and experience working with APIs or low-code tools.
- Exposure to AI or generative AI technologies applied to operational workflows, or a demonstrated willingness to develop this capability.
- Strong analytical capability in KPI design, trend analysis and data storytelling.
- Familiarity with DevOps or DevSecOps practices and with Azure and AWS operational environments.
- Exposure to incident alerting platforms such as xMatters or PagerDuty is helpful.
- Strong analytical and problem-solving skills, with the ability to work effectively in a fast-paced, evolving environment.
Thought Leadership and Soft Skills:
- Ability to communicate process performance, compliance findings and service risk in clear business terms to a range of stakeholders.
- Ability to challenge constructively when standards are not being met, and to work calmly under pressure during high-severity events.
- Excellent communication and collaboration skills, with a willingness to learn and contribute to team success.
MEASURES OF SUCCESS
- Improved change quality, approval compliance and reduction in failed, emergency and unauthorised changes.
- Improved request fulfilment performance, catalogue accuracy and automation coverage.
- Improved incident record quality, routing accuracy and resolution performance.
- Fewer recurring incidents and timely completion of corrective and remediation actions.
- Increased automation adoption, with measurable reductions in manual effort and process variation.
- Improved accuracy, adoption and business relevance of operational reporting and analytics.
- Stronger process adoption, control effectiveness and resolution of assurance findings.
- Documented improvements in service reliability and operational maturity.
Our Interview Practices
To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.
Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.
