Service Manager ITSM

We are seeking a skilled and experienced ITSM Specialist to lead the consolidation of two IT Service Management (ITSM) platform instances into a single, unified solution. The ideal candidate will have hands-on experience with Freshservice or similar tools (e.g., ServiceNow, Jira Service Management) and a strong background in ITIL practices, data migration, system configuration, and stakeholder engagement.
- 6-Month Contract
- £400 - £500 p/d

Key Responsibilities:
ITSM Platform Consolidation:

• Lead the integration and merger of two separate ITSM instances into a single operational environment, ensuring minimal disruption and maximum efficiency.

Requirements Gathering & Analysis:

• Collaborate with stakeholders from both environments to gather business requirements, workflows, and custom configurations for the merged platform.

Configuration & Customisation:

• Configure the unified ITSM system to reflect combined workflows, SLAs, automation rules, and knowledge base content.

Data Migration:

• Plan and execute safe, accurate data migration, ensuring data integrity, record mapping, deduplication, and historical continuity.

Process Harmonisation:

• Align ITSM processes across the two organisations (incident, change, problem, asset, and request management) to a standardised model based on ITIL best practices.

Testing & Validation:

• Conduct system testing, UAT (User Acceptance Testing), and end-to-end validation to ensure system readiness and stakeholder approval.

Training & Documentation:

• Develop documentation and deliver training sessions for system users and administrators to ensure smooth adoption.

Post-Migration Support:

• Provide hypercare support after go-live, including performance monitoring, issue resolution, and user feedback incorporation.

Required Skills & Experience:

* Strong ITSM system administration, configuration, and support experience* Proven experience merging or migrating ITSM systems (Freshservice, ServiceNow, Jira Service Management, or similar).* Deep understanding of ITIL v3 or v4 principles and their application in real-world service management scenarios.* Strong knowledge of ticketing workflows, CMDB, automation rules, integrations (e.g., with identity management or asset tools).
* Experience working in Agile or IT project-based environments. * Strong analytical, problem-solving, and project management skills.* Excellent communication skills and the ability to work cross-functionally with technical and non-technical stakeholders.

Desirable Qualifications: * ITIL Foundation (v3 or v4) certification.
* Freshservice Administrator or similar ITSM platform certification.
* Experience with APIs, scripting, or automation tools used in ITSM platforms.
* Background in IT operations or infrastructure support.

What you need to do now

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