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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: Competitive daily rate, flexible working options, and opportunities for professional growth.
- Why this job: Be at the forefront of ITSM transformation, making a real impact in a collaborative environment.
- Qualifications: Experience with ITSM tools like Freshservice, strong ITIL knowledge, and excellent communication skills required.
- Other info: 6-month contract with potential for extension; ideal for tech-savvy problem solvers.
The predicted salary is between 48000 - 72000 £ 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.
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.
- 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.
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.
Service Manager ITSM employer: Hays
Contact Detail:
Hays Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Manager ITSM
✨Tip Number 1
Familiarise yourself with both Freshservice and other ITSM tools like ServiceNow or Jira Service Management. Understanding the nuances of these platforms will not only help you during interviews but also demonstrate your hands-on experience in ITSM.
✨Tip Number 2
Brush up on your ITIL knowledge, especially v3 and v4 principles. Being able to discuss how you've applied these practices in real-world scenarios will set you apart from other candidates.
✨Tip Number 3
Prepare examples of past projects where you've successfully merged or migrated ITSM systems. Highlight your role in the process, focusing on challenges faced and how you overcame them to ensure a smooth transition.
✨Tip Number 4
Engage with the ITSM community online. Join forums or LinkedIn groups related to IT service management to network with professionals in the field. This can provide insights into current trends and may even lead to referrals.
We think you need these skills to ace Service Manager ITSM
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with ITSM platforms, particularly Freshservice or similar tools. Emphasise your hands-on experience with ITIL practices and any relevant projects you've led.
Craft a Compelling Cover Letter: Write a cover letter that specifically addresses the key responsibilities and requirements mentioned in the job description. Showcase your skills in data migration, system configuration, and stakeholder engagement.
Highlight Relevant Certifications: If you have certifications like ITIL Foundation or Freshservice Administrator, make sure to mention them prominently in your application. This can set you apart from other candidates.
Showcase Problem-Solving Skills: In your application, provide examples of how you've successfully solved problems in previous roles, especially in relation to ITSM systems. This will demonstrate your analytical and project management skills.
How to prepare for a job interview at Hays
✨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 you 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 and v4 principles. Be ready to explain how you've applied these principles in real-world scenarios, particularly in process harmonisation and service management.
✨Engage with Stakeholders
Stakeholder engagement is key in this position. Prepare examples of how you've collaborated with both technical and non-technical stakeholders to gather requirements and ensure successful project outcomes. Emphasise your communication skills and ability to bridge gaps between different teams.
✨Prepare for Data Migration Discussions
Data migration is a critical aspect of this role. Be ready to discuss your approach to planning and executing data migrations, including ensuring data integrity and record mapping. Share any experiences you have with deduplication and maintaining historical continuity during migrations.
