Service Manager ITSM
| Dyddiad hysbysebu: | 10 Mehefin 2025 |
|---|---|
| Cyflog: | £400.0 i £500.0 bob dydd |
| Gwybodaeth ychwanegol am y cyflog: | £400 to £500 p/d |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 17 Mehefin 2025 |
| Lleoliad: | Birmingham, West Midlands, B4 6AJ |
| Cwmni: | Hays Specialist Recruitment |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 4695768_1749565725 |
Crynodeb
We are seeking a skilled and experienced ITSM Specialist to lead the consolidation of two IT Service Management (ITSM) platform instances into a single, unified solution. The ideal candidate will have hands-on experience with Freshservice or similar tools (e.g., ServiceNow, Jira Service Management) and a strong background in ITIL practices, data migration, system configuration, and stakeholder engagement.
- 6-Month Contract
- £400 - £500 p/d
Key Responsibilities:
ITSM Platform Consolidation:
- Lead the integration and merger of two separate ITSM instances into a single operational environment, ensuring minimal disruption and maximum efficiency.
Requirements Gathering & Analysis:
- Collaborate with stakeholders from both environments to gather business requirements, workflows, and custom configurations for the merged platform.
Configuration & Customisation:
- Configure the unified ITSM system to reflect combined workflows, SLAs, automation rules, and knowledge base content.
Data Migration:
- Plan and execute safe, accurate data migration, ensuring data integrity, record mapping, deduplication, and historical continuity.
Process Harmonisation:
- Align ITSM processes across the two organisations (incident, change, problem, asset, and request management) to a standardised model based on ITIL best practices.
Testing & Validation:
- Conduct system testing, UAT (User Acceptance Testing), and end-to-end validation to ensure system readiness and stakeholder approval.
Training & Documentation:
- Develop documentation and deliver training sessions for system users and administrators to ensure smooth adoption.
Post-Migration Support:
- Provide hypercare support after go-live, including performance monitoring, issue resolution, and user feedback incorporation.
Required Skills & Experience:
* Strong ITSM system administration, configuration, and support experience* Proven experience merging or migrating ITSM systems (Freshservice, ServiceNow, Jira Service Management, or similar).* Deep understanding of ITIL v3 or v4 principles and their application in real-world service management scenarios.* Strong knowledge of ticketing workflows, CMDB, automation rules, integrations (e.g., with identity management or asset tools).
* Experience working in Agile or IT project-based environments. * Strong analytical, problem-solving, and project management skills.* Excellent communication skills and the ability to work cross-functionally with technical and non-technical stakeholders.
Desirable Qualifications: * ITIL Foundation (v3 or v4) certification.
* Freshservice Administrator or similar ITSM platform certification.
* Experience with APIs, scripting, or automation tools used in ITSM platforms.
* Background in IT operations or infrastructure support.
What you need to do now
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