DESNZ – ITSM Process Controller

Version 1

Greater London

Hybrid

GBP 42,000 - 64,000

Full time

3 days ago

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Benefits offered by this job

Profit sharing

Flexible/remote work

Private healthcare

Life assurance

Training support

Job summary

Version 1 is seeking an ITSM Process Controller to manage incident, request, change, configuration and knowledge management within Jira Service Management for the DESNZ account. This hybrid role is based in the United Kingdom with occasional travel to the customer site in London; eligibility for security clearance is required.

You will own ITIL-aligned processes, monitor queues in real time, lead daily triage with the Service Desk and resolver teams, chair CAB meetings, maintain the CMDB and

Qualifications

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

Responsibilities

Own ITIL-aligned service management processes within Jira Service Management.
Monitor incidents and service requests queues in real time.
Lead daily ticket triage stand-up meetings with Service Desk and resolver teams.
Chair and coordinate Change Advisory Board (CAB) meetings.
Maintain accuracy of CMDB records within Jira Service Management.
Establish, maintain and improve Knowledge Management framework.
Produce monthly KPI reports and service performance metrics.
Analyses service performance trends and recommends improvements.

Skills

ITIL knowledge

Service desk experience

Jira/JSM

Customer service

Communication

Multi-priority management

Analytical reporting

Problem solving

Stakeholder management

Tools

Jira Service Management (JSM)

Job description

Company Description

Version 1 has celebrated 30 years in business and continues to be trusted by global brands to deliver technology and transformation solutions that drive customer success. Our deep expertise enables our customers to navigate the rapidly evolving technology landscape. We foster strong partnerships with global technology leaders including Microsoft, AWS, Oracle, Red Hat, OutSystems, Snowflake, ensuring that our customers are provided with the highest quality solutions and services.

Company Description

UK & Ireland's premier AWS, Microsoft & Oracle partner
3300+ strong, €350/£300m revenue business
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’re a core values driven company, we hire people who share our values, and we reward those who display and foster them, it’s deeply embedded within our DNA. Invest in us and we’ll invest 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 collectively benefit from 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 initiatives including; Pension, Private Healthcare Cover, Life Assurance, Financial advice and 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
Educational assistance, 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.

Version 1 is an equal opportunities employer.

We are committed to building a diverse, inclusive and 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, respectfully and confidentially.

Video links: https://www.youtube.com/watch?v=F_d3ELTH5zo

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