ITSM Process Owner - Incident & Problem Management

Because we strive to put people first.

Culture, our way.

Technology at Primark

What’s a career at Primark all about? The positive impact you’re making, the experiences you’re having and the people you’re with. You’re our inspiration. Embrace what sets you apart, own your career and develop in ways you never expected. Leave your mark. And do it your way.

Our technology team is actively shaping the next wave of advancements. Engaged with innovative initiatives, your expertise will propel our business into the future. Collaborating with a creative team of tech enthusiasts, you’ll contribute your unique skills to fuel our technological advancements.

What You’ll Do as ITSM Process Owner - Incident & Problem Management

In your role, you’ll collaborate with different people across a range of skillsets. Here’s a flavour of your day-to-day:

• Own the end-to-end governance, consistency, and continual improvement of one or more ITIL process domains across Primark’s technology estate, ensuring alignment with business needs, ITSM strategy, and compliance across internal teams and third‑party partners, reporting to the Service Assurance Lead.
• Act as the accountable owner for assigned ITIL processes (e.g., Incident, Problem, Change Management), defining, documenting, and maintaining policies, standards, workflows, and procedures while ensuring consistent adoption, governance, and compliance against agreed KPIs and SLAs.
• Serve as the subject matter expert and escalation point for process-related issues, supporting integration with ITSM tools such as ServiceNow, identifying optimisation and automation opportunities, and collaborating with Service Desk, Service Owners, Transition Managers, Product Teams, and Engineering to ensure operational supportability.
• Define, maintain, and analyse process metrics and KPIs, lead performance and compliance reviews, and deliver regular dashboards and reports to the Service Assurance Lead and stakeholders, highlighting trends, risks, insights, and improvement opportunities.
• Identify, prioritise, and implement Continual Service Improvement initiatives to improve maturity, efficiency, and service quality; facilitate improvement workshops and reviews; track progress and outcomes, ensuring alignment with broader ITSM and organisational objectives.
• Engage and collaborate with internal service teams, product and engineering functions, and third‑party providers to drive process adherence and shared accountability, promote awareness of process value and behaviours, and support training and change communication initiatives.

What You’ll Get

People are at the heart of what we do here, so it’s essential we provide you with the right environment to perform at your very best.

Let’s talk lifestyle: Healthcare, pension, and potential bonus. 27 days of leave, plus bank holidays and if you want, you can buy 5 more. Because Primark is all about tailoring to you, we offer Tax Saver Tickets, fitness centre, and a subsidised cafeteria.  

What You’ll Bring  

Here at Primark, we want everyone to feel valued – so please bring your authentic self to work, of course with some other key experience and abilities for this role in particular: 

• 4+ years of experience in IT Service Management with proven responsibility for managing or owning ITIL processes, supported by a strong understanding of ITIL v4 (or v3) in enterprise and multi‑supplier environments.
• Demonstrated experience implementing, governing, and improving ITSM processes across internal teams and external providers, including managed service providers and SIAM or multi‑vendor operating models.
• Proficiency in ITSM platforms such as ServiceNow and associated reporting tools, with the ability to monitor performance, compliance, and improvement opportunities.
• Strong analytical and problem‑solving capability, using data‑driven insights to support decision‑making, process optimisation, and continual improvement initiatives.
• Excellent communication, collaboration, and stakeholder engagement skills, with the ability to influence process adoption, compliance, and behavioural change across diverse teams.
• Desirable experience including ITIL v4 Managing Professional or Intermediate certification, retail or distributed business environments, leading CSI or process maturity assessments, and familiarity with Agile or DevOps ways of working and their integration with ITSM processes.

Does this sound like you? Great, because we can’t wait to see what you’ll bring. You’ll be supported within a team of equally capable people, celebrating who you are and aiding you reach your potential. At Primark, we’re excited about our future - and we’re excited to develop yours.

 

About Primark 

At Primark, people matter. They’re the beating heart of our business and the reason we’ve grown from our first store in Dublin in 1969 to a £9bn+ turnover business and over 80,000 colleagues and over 440 stores in 17 countries today. Our values run through everything we do. In essence, we're Caring and always strive to put people first. We're also Dynamic, bravely pushing the boundaries to stay ahead. And finally, we succeed Together.  

If you need any reasonable adjustments or have an accessibility request, during your recruitment journey, such as extended time or breaks between online assessments, a sign language interpreter, mobility access, or assistive technology please contact your talent acquisition specialist. 

All offers of employment are subject to background checks, including right to work, reference education and for some roles criminal, and financial checks. If you have any concerns, please reach out to our talent acquisition team to discuss.