ITSM Process Lead: Jira Service Management & ITIL

Version 1; Greater London; Hybrid; GBP 42,000 - 64,000; Full time

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

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