ITSM Lead, Monitoring & Event Management (ITIL)

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.

You will be responsible for:

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.

You will need:

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.

What's in it for you:

We’re all about the little helps. That’s why we make sure our Tesco colleague benefits package takes care of you – both in and out of work. Click Here to find out more!

Annual bonus scheme of up to 20% of base salary
Holiday starting at 25 days plus a personal day (plus Bank holidays)
Private medical insurance
26 weeks maternity and adoption leave (after 1 years’ service) at full pay, followed by 13 weeks of Statutory Maternity Pay or Statutory Adoption Pay, we also offer 6 weeks fully paid paternity leave
Free 24/7 virtual GP service, Employee Assistance Programme (EAP) for you and your family, free access to a range of experts to support your mental wellbeing

About us:

Our vision at Tesco is to become every customer's favourite way to shop, whether they are at home or out on the move. Our core purpose is 'Serving our customers, communities and planet a little better every day'. Serving means more than a transactional relationship with our customers. It means acting as a responsible and sustainable business for all stakeholders, for the communities we are part of and for the planet.

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 a big business with diverse working patterns and many business areas which means that we can find something that works for you. Everyone is welcome at Tesco.

We have recently announced that we will be moving towards a more blended working week – combining office and remote working. Our offices will continue to be where we connect, collaborate and innovate. Please talk to us to about how this can work for you.

NOTE: Should you be successful in your application, your offer will be subject to and conditional upon you providing your bank account details on your agreed start date.

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 visit https://www.tesco-careers.com/accessibility