DESNZ – ITSM Process Controller

SmartRecruiters, Inc.; Greater London; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Profit sharing

Career progression

Flexible/remote work

Pension

Private healthcare

Life assurance

Wellbeing programs

Education support

Job summary

Version 1 is seeking an ITSM Process Controller to manage ITIL-aligned processes within Jira Service Management for the DESNZ project. This hybrid role is delivered from within the United Kingdom with occasional travel to London and requires eligibility for Security Clearance.

You will oversee incident, request, change, CMDB and knowledge management, produce KPI reports, and lead CAB meetings to ensure service excellence and governance across the service lifecycle.

Qualifications

• Minimum of 3 years in a similar service management role.
• Strong customer service orientation with excellent communication.
• Experience with service desk management tools (e.g., JSM).
• Knowledge of ITIL frameworks and best practices; ITIL v4 certification preferred.
• Strong communication, interpersonal, and problem-solving abilities.

Responsibilities

• Own and govern ITIL-aligned service management processes within Jira Service Management.
• Monitor Incident and Service Request queues in real time; prioritise, assign and progress tickets.
• Proactively manage ticket lifecycles; apply governance to minimise ageing.
• Drive avoidance of SLA breaches via queue management and escalation.
• Lead daily ticket triage stand-ups with Service Desk and resolver teams.
• Chair and coordinate Change Advisory Board (CAB) meetings; assess risks.
• Maintain accuracy of CMDB records within Jira Service Management.
• Improve Knowledge Management framework; ensure articles are relevant and accessible.

Skills

ITIL v4

Jira Service Management

Change management

Incident handling

Customer service

Stakeholder communication

KPI reporting

Education

ITIL v4 certification

Tools

Jira Service Management

Job description

Version 1 has celebrated30 yearsinbusinessand continues to be trusted by global brands to delivertechnology and transformationsolutions that drive customer success. Ourdeepexpertiseenables our customers to navigate the rapidlyevolving technology landscape. We foster strong partnerships withglobal technology leadersincluding Microsoft, AWS, Oracle, Red Hat,OutSystems, Snowflake, ensuring that our customers are provided with the highest quality solutions and services.

We’rean award-winning employer reflecting how our employees are at the very heartof whatwe do:

• 10+ years as a Great Place to Work in Ireland & UK
• Best Workplace for Women in the UK & Ireland by GPTW
• Best Workplace for Wellbeing in the UK by GPTW

We’rea corevalues drivencompany, we hire people who share our values, and we reward those who display and foster them,it’sdeeply embedded within our DNA. Invest in us andwe’llinvest in you!.

Job Description

We are looking for a skilled and results-oriented ITSM Process Controller, dedicated to an ASPIRE Managed Service customer - Department of Energy Security and Net Zero-Provision (DESNZ).

This is a hybrid role, which must be delivered from within the United Kingdom, with occasional travel to the customer site in London.

All applicants must be eligible for Security Clearance.

The ITSM Process Controller will be accountable for the day-to-day operation of Incident, Request, Change, Configuration and Knowledge Management processes, whilst provides oversight of service management workflows within the Jira Service Management solution.

Key Responsibilities:

• Own and govern the ITIL-aligned service management processes within Jira Service Management, ensuring compliance with agreed operational standards and best practices.
• Monitor Incident and Service Request queues in real time, ensuring tickets are prioritised, assigned and progressed effectively.
• Proactively manage ticket lifecycles, applying governance controls to minimise ticket ageing and maintain service quality.
• Drive the avoidance of SLA breaches through active queue management, escalation and coordination with resolver groups.
• Conduct regular ticket quality audits, identifying non-compliance and implementing corrective actions to improve data quality and process adherence.
• Lead daily ticket triage stand-up meetings with the Service Desk and technical resolver teams, ensuring alignment on priorities, risks and service impacts.
• Chair and coordinate all Change Advisory Board (CAB) meetings, facilitating effective change assessment, approval and risk management.
• Maintain the accuracy and integrity of Configuration Management Database (CMDB) records within Jira Service Management.
• Establish, maintain and continuously improve a governed Knowledge Management framework, ensuring knowledge articles remain relevant, accurate and accessible.
• Produce monthly KPI reports, Change Management metrics and service credit calculations for review by the Service Operations Lead.
• Perform day-to-day Jira Service Management administration, including user provisioning, and access management
• Analyse service performance trends and metrics, providing recommendations for operational improvements and continual service enhancement.
• Collaborate with Service Desk, technical support teams and service stakeholders to drive operational excellence and customer satisfaction.
• Ensure adherence to organisational policies, governance frameworks and service management controls across all supported processes.
• Support continual service improvement initiatives by identifying opportunities to enhance processes, tooling, automation and reporting capabilities.

Qualifications

Skills, Education & Qualifications:

• Minimum of 3 years of experience in a similar service management role
• Strong customer service orientation with excellent communication skills
• Experience with service desk management tools (e.g., JSM)
• Knowledge of ITIL frameworks and best practices; ITIL v4 certification preferred
• Strong communication, interpersonal, and problem-solving abilities
• Customer-focused mindset with a commitment to delivering high-quality support
• Strategic thinking and decision-making.
• Ability to manage multiple priorities and meet deadlines.
• Strong analytical and reporting skills.

Additional Information

Why Version 1?

At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing, professional growth, and financial stability.

• Share in our success with our Quarterly Performance-Related Profit Share Scheme, where employees collectivelybenefitfrom a share of our company's profits
• Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme
• Flexible/remote working, Version 1 is tremendously understanding of life events and people’s individual circumstances and offer flexibility to help achieve a healthy work life balance
• Financial Wellbeing initiativesincluding;Pension, Private Healthcare Cover, Life Assurance, Financialadviceand an Employee Discount scheme
• Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme and much more. Generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave and special leave policies
• Educationalassistance, incentivised certifications, and accreditations, including AWS, Microsoft, Oracle, and Red Hat
• Reward schemes including Version 1’s Annual Excellence Awards & ‘Call-Out’ platform.
• Environment, Social and Community First initiatives allow you to get involved in local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes.

And many more exciting benefits… drop us a note to find out more.

Version1 is an equal opportunities employer.

We are committed to building a diverse,inclusiveand respectful workplace where everyone feels valued and able to thrive. We welcome applications from people of all backgrounds, identities and lived experiences, and we value the different perspectives people bring including those shaped by disability and neurodiversity.

We want every candidate to have a positive and accessible recruitment experience. If you need reasonable adjustments at any stage of the process, please contact your recruiter at Version 1. We will consider all requests carefully,respectfullyand confidentially.