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ITSM Process Lead (ServiceNow)

  • Location:


  • Sector:

    Cloud, Infrastructure and Services

  • Job type:


  • Job functions:

    IT Service Management

  • Salary:

    £500 - £540 per day + outside IR35

  • Contact:

    Lewis Vyse

  • Contact email:

  • Job ref:


  • Published:

    17 days ago

  • Expiry date:


  • Startdate:


Join a fast-paced global environment embarking on a brand new programme of work, to convert multiple country-based technology functions into a single group-wide technology function. Central to this change, you will maintain global ITSM operational processes.

Rate: £450 - £550 per day (Outside IR35 - 6 months).

Location: Remote (minor travel)

Responsibilities as IT Service Management Process Lead

  • Collaborates with Global IS functional teams to complete gap analysis and develop a seamless, end-to-end Global IS services operating process aligned to the Global IS strategy and SE service architecture.
  • Responsible for maintaining the Global IS ITSM process and procedures which feed into and align to the ServiceNow implementation plan and its respective functionality.
  • Plans and performs a handover of ITSM process and procedures to the SE process owners and operational teams; provides consultancy and support to these teams while the new service is established.
  • Provides advice and consultancy to the SE Leadership team and other Global IS function leads to design and implement best-in-class IT service standards and processes.
  • Assesses new IT service propositions for adherence to existing ITSM process and procedures and upon proposition approval, delivers the respective ITSM process and procedure changes.
  • Creates and maintains the IT Service Transformation ServiceNow ITSM architecture blueprint in support of the Global IS Platforms ServiceNow architecture blueprint and aligned with the Global IS Enterprise Design architecture guidelines.
  • Defines the ServiceNow architecture roadmap aligned to the Global IS Platforms ServiceNow implementation plan and iterative functionality enhancements.

To be successful as IT Service Management Process Lead

  • 5+ years experience in technology service management and implementation.
  • ITIL Service Management expertise or certification would be an advantage
  • ServiceNow experience is a must - knowledge of platform, modules and ecosystem.
  • Agile Service Management experience.
  • Service Design and Architecture experience ideal.
  • Experience of organisational change management (e.g. stakeholder management, communications, training, change readiness assessment etc.) would be an advantage.

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