ITSM Lead

Pharmacy2U Ltd; Leeds; Hybrid; GBP 55,000 - 92,000; Full time

Job summary

Pharmacy2U Ltd seeks an ITSM Lead to own and evolve the Jira Service Management platform, driving service excellence across IT support. You will transform Jira into a scalable, user‑focused solution aligned with business needs and SLA commitments.

The role requires strong Jira configuration, ITIL knowledge and stakeholder engagement, with hybrid office attendance at Thorpe Park, Leeds. Core hours 09:30–16:00, with flexible scheduling.

Qualifications

• Proven experience leading Jira Service Management platforms and related transformations.
• Strong Jira configuration, workflows, governance and service management knowledge.
• Good understanding of ITSM principles and ITIL.

Responsibilities

• Own Jira platform strategy, roadmap and continuous improvement programme.
• Review and optimise the Jira environment including projects, workflows and integrations.
• Redesign and standardise Jira processes across the business.
• Design and implement new Jira functionality, dashboards and reports.
• Collaborate with stakeholders to gather requirements and translate into Jira solutions.
• Improve Jira UX to be intuitive and consistent.
• Automate manual processes to boost efficiency.
• Establish governance and best practices for Jira usage.
• Manage platform changes with testing and documentation.
• Deliver Jira integrations with other systems and monitor performance.
• Support change management with training and documentation.
• Act as Jira SME and stay updated with Atlassian developments.

Skills

Jira Service Management

Jira configuration

ITIL

Stakeholder management

Automation

Confluence

Assets/CMDB

Tools

Jira

Confluence

Assets/CMDB

Job description

Role: ITSM Lead

Location: We operate a hybrid schedule, meaning 2-3 days a week in the office based at Thorpe Park, Leeds.

Salary: Up to £500 per day

Contract type: Contract until April 2027

Employment type: Full time

Working hours: We work on a core hours principle. Our core hours are 09:30 - 16:00; you can work around these to suit you!

Do you want to work for the nation’s largest online pharmacy ensuring excellence for all our patients? We’re a market leader in the pharmacy world, with 25 years’ experience, helping over 1.8 million patients in England manage their NHS prescriptions from request through to delivery. We are Great Place to Work certified as we consider colleague experience a top priority every day, and as a certified B Corp we also meet high standards of social and environmental responsibility. Our people are fundamental to our success and ensuring we achieve our vision to be a world leading, patient‑centric digital healthcare provider. We are committed to continuing to develop a positive, open and honest working environment for all.

We're looking for an experienced ITSM Leadto lead the evolution of our Jira Service Management platform and drive excellence across our IT support function.

This role combines platform ownership, service improvement and technical leadership, with responsibility for transforming and optimising Jira into a scalable, user‑focused solution that supports the needs of the business. Alongside this, you'll own the delivery of outstanding service, achieve SLA commitments and continuously improve employee experience.

Working closely with stakeholders across the organisation, to identify opportunities to streamline processes, enhance service management capabilities and deliver solutions that support operational efficiency, business growth and long‑term success.

Our tech teams keep us running 24/7 to make sure all our patients get world class service. To support that, this role may include participation in an out‑of‑hours rota as required by the business. We operate fair scheduling process as well as additional compensation for all on call periods.

What you’ll be doing?

• Own the overall Jira platform strategy, roadmap and continuous improvement programme.
• Conduct a comprehensive review of the existing Jira environment, including projects, workflows, permissions, automations, integrations and configurations.
• Redesign and standardise Jira processes and workflows across the business.
• Design and implement new Jira functionality, dashboards, reports, automations and service management capabilities.
• Partner with business and technical stakeholders to gather requirements and translate them into effective Jira solutions.
• Enhance the Jira user experience, ensuring the platform is intuitive, consistent and easy to use.
• Identify opportunities to automate manual processes and improve operational efficiency.
• Establish governance, standards and best practices for Jira usage across the organisation.
• Manage platform configuration changes, ensuring they are tested, documented and implemented effectively.
• Collaborate with technical teams to deliver integrations between Jira and other business systems.
• Monitor platform performance, adoption and usage, using insights to drive continuous improvement.
• Support change management and user adoption through clear communication, training and documentation.
• Act as the Jira subject matter expert, providing guidance on platform capability and best practice.
• Stay up to date with Atlassian developments and identify new features and functionality that could add value to the business.

Who are we looking for?

• Proven experience leading Jira Service Management platforms, including transformation, optimisation or implementation initiatives.
• Strong expertise in Jira configuration, workflows, automations, governance and service management best practices.
• Good understanding of ITSM principles and frameworks, particularly ITIL.
• Demonstrated ability to translate business requirements into scalable, user-focused solutions.
• Experience driving process improvement, automation and operational efficiency.
• Strong stakeholder management and communication skills, with the ability to engage technical and non-technical audiences.
• Experience with the Atlassian ecosystem, including Confluence, integrations and Assets/CMDB.
• Proactive, organised and improvement-focused, with a passion for delivering excellent service experiences.

Applicants must prove they have the right to live in the UK.

All successful applicants will be required to undergo a DBS check.