ITSM Process Controller — Jira Service Mgmt Lead (UK Hybrid)

Version 1 Solutions Limited; United States; Híbrido; USD 73.000 - 99.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible/remote working

Security clearance eligibility

Descripción de la vacante

Version 1 Solutions Limited is seeking an ITSM Process Controller to oversee Incident, Request, Change, Configuration and Knowledge Management using Jira Service Management. The role requires security clearance eligibility and a UK-based hybrid work setup with occasional travel to London.

You will drive governance, monitor queues in real time, and lead CAB meetings while ensuring data quality in the CMDB and delivering monthly KPI reports. Strong ITIL knowledge and customer focus are essential.

Formación

• Minimum of 3 years in a similar service management role.
• Strong customer service orientation and communication skills.
• Knowledge of ITIL frameworks and best practices; ITIL v4 certification preferred.

Responsabilidades

• Own and govern ITIL-aligned service management processes within Jira Service Management.
• Monitor Incident and Service Request queues in real time and prioritise tickets.
• Lead daily ticket triage stand-ups with Service Desk and resolver teams.
• Chair Change Advisory Board (CAB) meetings and manage risk.
• Maintain CMDB accuracy within Jira Service Management.
• Produce monthly KPI reports and service management metrics.

Conocimientos

ITSM

ITIL v4

Customer service

Stakeholder management

Analytical skills

Herramientas

Jira Service Management

Descripción del empleo

Version 1 Solutions Limited is seeking an ITSM Process Controller to oversee Incident, Request, Change, Configuration and Knowledge Management using Jira Service Management. The role requires security clearance eligibility and a UK-based hybrid work setup with occasional travel to London.

You will drive governance, monitor queues in real time, and lead CAB meetings while ensuring data quality in the CMDB and delivering monthly KPI reports. Strong ITIL knowledge and customer focus are essential.