Service Manager ITSM
JOB_53233704695768Job type
ContractLocation
BirminghamWorking Pattern
Full-timeSpecialism
InfrastructureIndustry
Technology & Internet ServicesPay
£400 to £500 p/d
Service Manager (ITSM)
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
• 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.
• 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.
• 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
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
Service Manager ITSMJOB_532337046957682025-06-102025-09-09
Talk to Timothy Harvey, the specialist consultant managing this position
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JOB_53233704695768