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- Tasks: Lead the integration of ITSM platforms, ensuring smooth operations and minimal disruption.
- Company: Join a dynamic team focused on innovative IT service management solutions.
- Benefits: Enjoy a competitive daily rate and the opportunity for remote work.
- Why this job: Make a real impact by streamlining IT services and enhancing user experience.
- Qualifications: Experience with ITSM tools like Freshservice or ServiceNow and strong ITIL knowledge required.
- Other info: This is a 6-month contract role with potential for future opportunities.
The predicted salary is between 40000 - 50000 £ per year.
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.
- 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.
- 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.
Contact Detail:
Hays Specialist Recruitment Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Manager ITSM
✨Tip Number 1
Familiarise yourself with the specific ITSM tools mentioned in the job description, such as Freshservice, ServiceNow, and Jira Service Management. Having hands-on experience or even completing relevant online courses can give you a significant edge during interviews.
✨Tip Number 2
Brush up on your ITIL knowledge, especially the principles of ITIL v3 and v4. Being able to discuss how you've applied these principles in real-world scenarios will demonstrate your expertise and understanding of best practices in IT service management.
✨Tip Number 3
Prepare to discuss your experience with data migration and system configuration. Be ready to share specific examples of past projects where you successfully merged ITSM systems, highlighting any challenges you faced and how you overcame them.
✨Tip Number 4
Showcase your communication skills by preparing to explain complex technical concepts in simple terms. This is crucial for engaging with both technical and non-technical stakeholders, which is a key part of the role.
We think you need these skills to ace Service Manager ITSM
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience with ITSM platforms like Freshservice, ServiceNow, or Jira Service Management. Emphasise your hands-on experience with ITIL practices and any successful data migration projects you've led.
Craft a Strong Cover Letter: In your cover letter, explain why you're the perfect fit for the Service Manager ITSM role. Discuss your experience in consolidating ITSM systems and how you can ensure minimal disruption during the integration process.
Showcase Your Skills: Clearly outline your skills in configuration, customisation, and stakeholder engagement. Mention specific examples of how you've successfully aligned ITSM processes and conducted user training in previous roles.
Proofread Your Application: Before submitting, double-check your application for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at Hays Specialist Recruitment Limited
✨Showcase Your ITSM Experience
Be prepared to discuss your hands-on experience with ITSM tools like Freshservice, ServiceNow, or Jira Service Management. Highlight specific projects where you successfully merged or migrated ITSM systems, focusing on the challenges faced and how you overcame them.
✨Demonstrate ITIL Knowledge
Since a strong understanding of ITIL practices is crucial for this role, brush up on ITIL v3 or v4 principles. Be ready to explain how you've applied these principles in real-world scenarios, particularly in process harmonisation and service management.
✨Prepare for Stakeholder Engagement
Stakeholder engagement is key in this position. Think of examples where you've collaborated with both technical and non-technical stakeholders to gather requirements and ensure smooth communication during system integration. This will show your ability to work cross-functionally.
✨Discuss Data Migration Strategies
Data migration is a significant part of the job. Prepare to talk about your experience planning and executing data migrations, including how you ensured data integrity and continuity. Mention any specific tools or methodologies you used to achieve successful outcomes.