ITSM Product Manager in London

Workplace: London, Leeds or Manchester - 2 days a week in the office

The team

The Service Integration and Management (SIAM) team is crucial to ITV’s Group Technology department. Our primary role is to orchestrate ITV's complex IT service landscape, ensuring the seamless, end-to-end delivery of technology services. We achieve this by integrating various internal and external service providers into one cohesive and highly efficient operational model. FreshService, alongside other associated tools, serves as ITV's chosen ITSM/ESM platform. This robust, scaled platform is vital for Technology Service Management across the organisation. It significantly enhances the colleague experience through automation and self-service capabilities. The SIAM team is responsible for developing and operating this platform, collaborating closely with other divisional Technology teams to implement new features and services.

The role

The successful candidate for this role will be responsible for defining and driving the strategic roadmap and day-to-day operation of the ITSM/ESM platform. A primary focus will be on the ongoing centralisation of service management platforms into FreshService, evolving a hub-and-spoke operating model, and ensuring practical standardisation with necessary flexibility. You will work closely with business stakeholders to capture demand, balance competing priorities, and translate needs into clear outcomes. Crucially, the role involves not just implementing new features, but building for automation wherever possible to deliver seamless experiences that minimise the need for agent intervention.

Main Responsibilities

• Strategy
  • Defining and communicating the product vision, strategy, and roadmap ensuring alignment with ITV’s technology strategy.
  • Vendor and market awareness to stay aligned to ITSM / ESM best practices and innovations.
• Product Development
  • Translate demand into an actionable prioritised backlog to be managed with a focus on automation and simplification.
  • Create, refine, and prioritise stakeholder requirements and acceptance criteria based on strategic value, customer needs, and development feasibility.
  • Work with other ITV teams to support and develop integrations with the ITSM tooling.
  • Drive a culture of continuous improvement for the product, identifying new features and opportunities.
  • Leverage AI capabilities to shift demand away from support teams.
• Stakeholder & Supplier Management
  • Manage key suppliers, such as Freshworks to coordinate regular software releases, evaluate and contribute to product roadmaps, resolve escalated issues and incidents.
  • Work with business stakeholders to develop and execute a scaled governance model for ITSM, balancing centralised configurations with devolved customisation.
  • Work closely with divisional stakeholders to maintain the hub and spoke operating model for the ITSM platform ensuring the platform is managed and operated effectively.
  • Train new starters and new teams in the use of ITV’s FreshService to ensure improved productivity and adoption.
  • Oversee the creation of enablement materials for internal teams (e.g., knowledge base articles, release notes).
• Operations
  • Overall ownership of ITV’s ITSM platform. Ensure it remains operational and performant to service ITV teams and users.
  • Ensure efficient management of tooling licenses by adhering to defined processes.
  • Manage a small development team of engineers who will implement changes to the platform and integrations.
  • Act as part of a wider SIAM function by providing the tooling that supports the processes and reporting.
  • Ensure the product meets all relevant industry compliance, security, and regulatory requirements pertinent to an ITSM solution (e.g., data privacy standards).
  • Own and evolve Level 0 support capabilities that deliver highly automated frontline solutions, managing the volume of tickets hitting ITV’s Service Desk.

Skills you’ll need (minimum criteria)

• Experience of managing a complex FreshService (or similar) environment
• Experience with Device42 desirable
• ITIL certification preferably ITIL V4
• Strategic mindset to shape and communicate a clear vision and roadmap while managing trade-offs and interdependencies
• Strong IT Service Management skills and understanding of ITIL processes to guide development across various Service Management capabilities.
• Collaboratively work with a wide range of stakeholders across the business to act as a trusted partner and subject matter expert.
• User-centric approach to design and operations. Always keep user experience at the heart of decision making.
• Technical understanding of ITSM products to support implementation and configuration where required.

Other things we’re looking for (key criteria)

• Demonstrate a proactive, self-motivated approach and always seek to push the capabilities and service offerings of the platform through continuous improvement.
• Have an automation mindset focused on proactively identifying and designing solutions for manual processes to improve speed and service quality.
• Compliance awareness: understanding of security best practices and standards for IT Operations.
• Detail orientated problem solver: maintain accuracy across the platform; recognising small errors can have large downstream impacts. Approach challenges analytically and provide practical solutions.
• Able to work in a fast pace, dynamic environment with variable priorities. Balance standardisation with flexibility to support team requirements.