Description

What we need from you

• Demonstrated experience in ITSM process design, implementation, or improvement
• Hands-on exposure to Lean, Agile, or DevOps environments
• Strong understanding of ITIL 4 practices and service management frameworks
• Familiarity with process automation and workflow optimisation
• Proven ability to lead cross-functional teams and drive change adoption
• Excellent stakeholder engagement and communication skills
• Experience working with ServiceNow or similar ITSM platforms
• NV1 Security Clearance (mandatory)

Role

We are seeking an experienced ITSM Process Designer to join a major government transformation program. In this role, you will design, implement, and optimise ITSM processes aligned with ITIL 4 best practices, enabling operational excellence across enterprise IT functions.

You will work closely with stakeholders to integrate ITSM processes within Agile and DevOps delivery models, identify opportunities for automation, and ensure effective process adoption across the organisation.

This role is ideal for someone who brings a blend of process design expertise, service management knowledge, and strong facilitation skills to drive meaningful change in a complex environment.

Key Responsibilities:

• Design, enhance, and document ITSM processes (e.g., Incident, Change, Problem, Service Request)
• Facilitate workshops with business and technical stakeholders to define process requirements
• Drive integration of ITSM processes within Agile/DevOps delivery models
• Identify and implement process automation and workflow optimisation opportunities
• Support change management and service transition initiatives
• Ensure processes are embedded, measured, and continuously improved
• Provide expert guidance on ServiceNow process design and configuration alignment

What You’ll Need:

• Proven experience in ITSM process design and implementation
• Strong knowledge of ITIL 4 Foundation (Practitioner or Specialist certification desirable)
• Experience working in Lean, Agile, or DevOps environments
• Hands-on familiarity with ServiceNow or equivalent ITSM platforms
• Excellent communication, facilitation, and stakeholder management skills
• Demonstrated ability to lead cross-functional teams and manage organisational change
• NV1 Security Clearance (essential)

Key Skills

Education

Any Graduate