ServiceNow Lead ITSM Process Expert

Job Opportunity: Lead IT Service Management Process Expert

We are recruiting on behalf of our client, for a dynamic Lead IT Service Management Process Expert to oversee and enhance global ITSM processes, ensuring compliance and effectiveness across their IT organisation.

Key Responsibilities:

• Lead the development, implementation, and improvement of ITSM processes, focusing on Service Transition and Operation.
• Drive the adoption and enhancement of change and incident management, setting and improving the operating model for change managers, CAB, and incident managers.
• Possess deep knowledge of configuration management, ensuring a healthy CMDB lifecycle in collaboration with the configuration manager.
• Improve service request management to reduce costs and increase satisfaction.
• Establish meaningful ITSM metrics and key user circles to drive continuous improvements.
• Set strategic leadership KPIs, focusing on IT organisational health and productivity, acting as a change agent.
• Advise and support the business on ITSM processes, practices, IT tools, and standards, advancing process improvement initiatives.
• Contribute to various IT projects and internal/external audits in the ITSM context.

Qualifications:

• Deep expertise with ServiceNow.
• Strong knowledge and experience in defining and controlling SLAs, KPIs, and service management topics.
• Excellent communication skills.

This is a 6 month contract role with strong chance for extension.  Excellent market rates payable,.