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ITSM Product Manager

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ITV Jobs

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Location:
United Kingdom , London ▼

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Category:
IT - Administration

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Contract Type:
Employment contract

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Salary:

55000.00 - 65000.00 GBP / Year
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Job Description:

The successful candidate for this role, you will be responsible for defining and driving the strategic roadmap and day-to-day operation of the ITSM/ESM platform. A primary focus will be on the ongoing centralisation of service management platforms into FreshService, evolving a hub-and-spoke operating model, and ensuring practical standardisation with necessary flexibility.

Job Responsibility:

  • Defining and communicating the product vision, strategy, and roadmap ensuring alignment with ITV’s technology strategy
  • Vendor and market awareness to stay aligned to ITSM / ESM best practices and innovations
  • Translate demand into an actionable prioritised backlog to be managed with a focus on automation and simplification
  • Work with other ITV teams to support and develop integrations with the ITSM tooling
  • Drive a culture of continuous improvement for the product
  • Leverage AI capabilities to shift demand away from support teams
  • Manage key suppliers, such as Freshworks
  • Work with business stakeholders to develop and execute a scaled governance model for ITSM
  • Work closely with divisional stakeholders to maintain the hub and spoke operating model for the ITSM platform
  • Train new starters and new teams in the use of ITV’s FreshService
  • Oversee the creation of enablement materials for internal teams
  • Overall ownership of ITV’s ITSM platform
  • Ensure efficient management of tooling licenses by adhering to defined processes
  • Manage a small development team of engineers who will implement changes to the platform and integrations
  • Act as part of a wider SIAM function by providing the tooling that supports the processes and reporting
  • Ensure the product meets all relevant industry compliance, security, and regulatory requirements
  • Own and evolve Level 0 support capabilities that deliver highly automated frontline solutions

Requirements:

  • Experience of managing a complex FreshService (or similar) environment
  • ITIL certification preferably ITIL V4
  • Strategic mindset to shape and communicate a clear vision and roadmap while managing trade-offs and interdependencies
  • Strong IT Service Management skills and understanding of ITIL processes to guide development across various Service Management capabilities
  • Collaboratively work with a wide range of stakeholders across the business to act as a trusted partner and subject matter expert
  • User-centric approach to design and operations
  • Technical understanding of ITSM products to support implementation and configuration where required

Nice to have:

  • Experience with Device42 desirable
  • Demonstrate a proactive, self-motivated approach and always seek to push the capabilities and service offerings of the platform through continuous improvement
  • Have an automation mindset focused on proactively identifying and designing solutions for manual processes to improve speed and service quality
  • Compliance awareness: understanding of security best practices and standards for IT Operations
  • Detail orientated problem solver: maintain accuracy across the platform
  • recognising small errors can have large downstream impacts
  • Able to work in a fast pace, dynamic environment with variable priorities
What we offer:
  • Flexible working with a range of options
  • Generous holiday allowance, plus you can buy more
  • Annual bonus opportunity
  • Competitive pension contribution
  • Save as you earn - with an opportunity to buy ITV shares
  • Wellbeing and volunteering days plus a wide range of opportunities to help you live a balanced and healthy life

Additional Information:

Job Posted:
January 06, 2026

Expiration:
January 20, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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