ITSM Lead - Temporary

• Manage and optimize IT Service Management processes (Incident, Problem, Change, Request, and Configuration Management) to ensure efficiency and compliance with ITIL standards
• Organize and lead the Change Advisory Board meetings, ensuring proper risk assessment, approvals, and communication for all changes
• Configure, maintain, and enhance ITSM platforms (Matrix42 and Ivanti) to support business needs and improve user experience
• Define and track KPIs for ITSM processes
• Prepare regular reports on process performance, change success rates, and service quality metrics
• Identify gaps and implement improvements in ITSM processes and tools
• Collaborate with cross-functional teams to adopt best practices and automation opportunities
• Ensure adherence to IT policies, security standards, and audit requirements within ITSM processes
• Act as the primary point of contact for ITSM-related queries, providing guidance and training to teams and stakeholders
• Support audits and compliance initiatives related to ITSM processes
• Contribute to training and awareness programs for ITSM best practices

• Bachelor's degree in Computer Science, Information Technology, or related field
• ITIL Foundation (mandatory)
• 2–4 years of hands-on experience in IT Service Management with expertise in Matrix42 and Ivanti platforms
• Strong understanding of ITIL framework and ITSM principles
• Ability to lead CAB meetings and manage change processes independently
• Excellent communication and stakeholder management skills
• Analytical mindset with experience in reporting and KPI tracking
• Familiarity with automation and workflow optimization in ITSM tools
• Strong written and verbal English skills

ITIL Intermediate or similar certifications

• A hybrid work system
• Fresh fruit, free coffee, subsidised lunch and other benefits
• Comprehensive induction by experienced colleagues - An individually tailored onboarding plan and fixed contacts so you can be off to a great start
• Modern Workplace - Environment with restaurant services, gym, bank, post office and transport
• Employee Assistance Programme – So that your mental well-being is taken care of