ITSM Process Lead: Incident, Change & Knowledge

Version 1; Greater London; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Profit share scheme

Career progression & mentorship

Flexible/remote working

Private healthcare

Life assurance

Employee discounts

Gym discounts

Diversity & inclusion programs

Job summary

Version 1 is seeking an ITSM Process Controller to oversee ITIL-aligned processes within Jira Service Management for the DESNZ project. The role is hybrid and UK-based with occasional travel to the London site, and requires eligibility for security clearance.

You will govern incident, request, change, CMDB and knowledge management, drive KPI reporting, and chair CAB meetings while coordinating with multiple service teams to sustain service quality and performance.

Qualifications

• Minimum 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.

Responsibilities

• Own and govern ITIL-aligned service management processes within Jira Service Management.
• 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.

Skills

Customer service

Communication

Problem-solving

Analytical skills

Reporting

Strategic thinking

Multitasking

Deadline management

Education

ITIL v4 certification

ITIL knowledge

Tools

Jira Service Management

Job description

Version 1 is seeking an ITSM Process Controller to oversee ITIL-aligned processes within Jira Service Management for the DESNZ project. The role is hybrid and UK-based with occasional travel to the London site, and requires eligibility for security clearance.

You will govern incident, request, change, CMDB and knowledge management, drive KPI reporting, and chair CAB meetings while coordinating with multiple service teams to sustain service quality and performance.