ServiceNow Lead ITSM Process Expert

  • Location: Leeds, UK (Remote)
  • Job Type: Contract
  • Salary: Excellent Market rates payable £ / Year
  • Published:

Linking Humans

Career Opportunity: Lead IT Service Management Process Expert

We are recruiting on behalf of our client for a proactive and strategic Lead IT Service Management (ITSM) Process Expert. This role is crucial for overseeing and optimising global ITSM processes to ensure compliance, effectiveness, and operational excellence across the organisation.

Key Responsibilities:

  • ITSM Process Leadership: Spearhead the development, implementation, and continuous improvement of ITSM processes with a particular focus on Service Transition and Operations.
  • Change and Incident Management: Champion the enhancement and adoption of change and incident management processes, refining the operational models for Change Managers, Change Advisory Boards (CAB), and Incident Managers.
  • Configuration Management Expertise: Collaborate with the Configuration Manager to maintain a robust CMDB lifecycle, leveraging deep knowledge in configuration management.
  • Service Request Optimization: Drive improvements in service request management to lower costs and elevate user satisfaction.
  • Metrics and User Engagement: Establish and monitor impactful ITSM metrics and cultivate key user groups to foster ongoing improvements.
  • Strategic KPI Setting: Develop strategic KPIs that enhance IT organizational health and productivity, serving as a catalyst for positive change.
  • ITSM Advisory: Provide expert advice and support to the business on ITSM processes, tools, and standards, promoting process improvement and best practices.
  • Project and Audit Contribution: Play a vital role in various IT projects and support both internal and external audits within the ITSM framework.


  • Extensive experience and proficiency in utilising ServiceNow.
  • Strong capability in defining, managing, and enhancing SLAs, KPIs, and overall service management practices.
  •  Exceptional communication abilities, enabling effective interaction with diverse stakeholders.

Contract Details:

  • Duration and Flexibility: This is a 6-month contract role with a high likelihood of extension.
  • Competitive Compensation: Offering excellent market rates.

Join our client’s mission to transform and elevate their IT service management capabilities. Apply today to take a lead role in shaping their global ITSM strategy!

ServiceNow Lead ITSM Process Expert Linking Humans

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