DESNZ – ITSM Process Controller

Overview

In this ITSM Process Controller role, you will own and govern ITIL-aligned service management processes within Jira Service Management for an ASPIRE Managed Service client (DESNZ). You will oversee incidents, requests, changes, configurations and knowledge management, driving data-driven improvements and ensuring adherence to standards. The position is hybrid in the UK with occasional travel to London and requires security clearance. You will collaborate with cross-functional teams to maintain service quality, metrics and governance while shaping continual service improvements.

Pay / Benefits

• quarterly profit share
• flexible/remote working
• pension
• private healthcare
• life assurance
• educational assistance (AWS, Microsoft, Oracle, Red Hat)

Responsibilities

• Own ITIL-aligned service management processes in Jira Service Management and ensure compliance with standards
• Monitor real-time Incident and Service Request queues and prioritise/ticketing progression
• Govern ticket lifecycles to minimise ageing and prevent SLA breaches
• Lead CAB meetings and oversee change assessment and risk
• Maintain CMDB accuracy within Jira Service Management
• Develop and sustain a Knowledge Management framework with relevant articles
• Produce monthly KPI and Change metrics and service credit calculations
• Perform admin tasks in Jira Service Management (provisioning, access)
• Analyse performance metrics and suggest operational improvements
• Collaborate with Service Desk and technical teams to drive excellence and customer satisfaction
• Support continual service improvement initiatives across processes, tooling, and reporting

Key requirements

• Minimum 3 years in a similar service management role
• Strong customer service orientation and communication
• Experience with service desk tools (e.g., Jira Service Management)
• Knowledge of ITIL frameworks; ITIL v4 certification preferred
• Strong problem-solving and analytical abilities
• Customer-focused mindset with commitment to high-quality support
• Strategic thinking and ability to manage multiple priorities and deadlines
• Strong analytical and reporting skills

• customer-focused
• strong communication
• problem-solving
• Jira Service Management (JSM)
• ITIL v4 knowledge
• CMDB management

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