ITSM Process Controller — Hybrid UK | Jira & ITIL Lead

Version 1; 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 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.