ITIL Practitioner

The IT & Digital department is responsible for the force’s adoption and use of information and digital technology.

The department consists of three core functions as follows:

• Architecture Management (responsible for identifying and selecting the right technologies for the force)
• Delivery Management (responsible for delivering and implementing the right technologies for the force)
• Service Management (responsible for managing and maintaining all live, operational technology for the force)

The Service Management function within IT & Digital is responsible for the effective operation, support and maintenance of existing, operational technology systems, including but not limited to all Force applications, technology infrastructure (e.g. servers, databases, networks) and end-user devices (e.g. desktop PC’s, smartphones, tablets, Airwave terminals). 

It also ensures existing services are managed effectively by monitoring and reporting on ITSM performance and compliance with approved processes.

Key Responsibilities:
The role holder will provide oversight and optimisation of established ITIL processes to deliver efficient, reliable and continually improving IT services. Focusing on:

• Service Level Management 
• Configuration Management
• Knowledge Management
• Continuous Service Improvement
• Change Management
• Problem Management
• Incident Management
  
   

Support Service Portfolio teams in with supplier relationship management:

• on process performance, identifying root causes of underperformance and implementing effective remediation plans.
• Create templates and standardised artefacts for efficient process execution.
• Ensure all relevant ITIL processes adhere to national legislation and compliance standards.
• Audit and review internal and external documentation for process alignment and governance.
• Assess new services transitioning into live operational environments, ensuring compliance with ITIL standards.
• Champion the proper use and promotion of ITIL processes both inside and outside the IT & Digital department.
• Assists maintain and update the Problem Management Known Error Database.
• Aids with developing forward-planning for Problem Management activities, collaborating with technical resources.
• Keep Knowledge articles updated for reference across IT&D 
• Track and manage Changes, ensuring documentation is prepared accurately and timely.
• Deputise Charing IT&D governance forums such as Change Advisory Board and Problem Management Forum.
• Provide comprehensive service performance reports, highlighting underperformance against SLAs.
• Monitor and report on third-party supplier performance, ensuring service standards are upheld.
• Deliver timely and precise management information, supporting strategic decision-making.
• Ensure full compliance with force policies and industry standards.
• Build partnerships with external organisations to align IT services with wider business needs.
• Recommend technology solutions that enhance operational efficiency and team effectiveness.
• Promote diversity and inclusion within IT operations.
• Act as a trusted advisor, interpreting customer needs and making departmental informed decisions when solutions are not immediately clear.

Essential Skills:

• Hands-on experience in managing IT services (people, process, technology), understanding service lifecycle, and working within an ITIL framework.
• Experience in identifying inefficiencies in IT processes and implementing improvements.
• Practical knowledge in managing IT incidents, ensuring staff resolving issues effectively.
• Exposure to managing changes within IT environments, ensuring minimal disruption to services. Chairing Change Advisory Board and making executive decisions to release and change management proposals.
• Experience working with customers and stakeholders to understand their needs and align IT services accordingly.
• Ability to assess IT processes, pinpoint issues, and recommend improvements.
• Strong skills in conveying complex IT concepts to various stakeholders using a variety of methods.
• Understanding IT service strategies and how to align them with business goals.
• Effective at diagnosing service-related issues and implementing solutions.
• Familiarity with ITIL concepts, terminology, and best practices.
• Expertise in assessing risks, making informed decisions, and ensuring service 
• Understanding the ITIL service lifecycle, guiding principles, and best practices.
• Knowledge of key ITSM components like incident, problem, change, release, and asset management.
• Familiarity with different ITIL processes, there objectives, and how they contribute to delivering quality IT services.
• Knowledge of how IT services are designed, deployed, and maintained.
• Awareness of security policies, governance frameworks, and regulatory requirements affecting IT services.
• Understanding how IT services support business needs and drive value.
• Ability to assess service efficiency using KPIs and other measurement tools.
• Techniques for identifying issues, troubleshooting, and implementing solutions.
• Familiarity with methods like CSI (Continual Service Improvement) to enhance IT service quality
• Ability to assess IT processes, pinpoint issues, and recommend improvements.
• Strong skills in conveying complex IT concepts to various stakeholders.
• Understanding IT service strategies and how to align them with business goals.
• Effective at diagnosing service-related issues and implementing solutions.

• Familiarity with ITIL concepts, terminology

   

   

Desirable Skills

• Relevant IT qualification or 2 years' experience in an ITIL Practitioner role
• ITIL certification: Focuses on applying ITIL concepts in real-world scenarios.

Interviews:- will take place in June 2026

Contact:- For further information please contact Chris Best - ITIL Senior Practitioner on chris.best@westmidlands.police.uk

Vetting 

Successful applicants will be required to pass Management Vetting and Security Clearance scrutiny prior to commencing their role, this will include a full background & financial disclosure as part of the vetting process.

Medical

Appointment to this role will be dependent upon successfully medical checks, which may include a drugs test and if required a fitness test.

Benefit Statement
By choosing to join West Midlands Police you will receive an enhanced benefits package including:
•    Fair remuneration with progression opportunities and access to a very competitive pension scheme.
•    Enhanced annual leave in addition to public holiday entitlements.
•    Discounts across travel, parking, daily costs of living and leisure activities.
•    A comprehensive wellbeing package including 24/7 support, free eye tests and flu jabs.
 

Prospective officers and staff must be held to a higher standard of behaviour and accountability than members of the public, and that therefore their right to privacy can be fettered in certain circumstances. This is to ensure that members of the police are fully aware and accountable for the unique powers entrusted to them and the standards of professional behaviour they swear to uphold.

West Midlands Police is a Disability Confident Leader - the highest level an organisation can achieve under the scheme run by the Department of Work and Pensions.  As part of our commitment we operate a ‘Disability Confident Interview Scheme’ - all candidates who declare a disability and meet the essential criteria for the role will be offered an interview.  

It is important to note that there may be occasions where it is not practicable or appropriate to interview all disabled people who meet the essential criteria for the job. For example: in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. In these circumstances, the employer could select the candidates who best meet the essential criteria for the job, as they would do for non-disabled applicants.

"Diversity and Inclusion Vision:  Maximise the potential of people from all backgrounds through a culture of fairness and inclusion to deliver the best service for our communities"
 

West Midlands Police is the second-largest police force in the country, serving the three major cities of Birmingham, Coventry, and Wolverhampton, alongside the districts of Sandwell, Walsall, Solihull, and Dudley.

 Against this backdrop, the force handles more than 2,000 emergency calls every day, while patrolling the streets and responding to incidents 24 hours a day, seven days a week. We have made significant improvements in reducing overall crime, improving call response times, and increasing arrest rates. This work can only continue with the right people, therefore as an employer of choice, we are looking for the right people who can serve and protect our communities.