We’re looking for an experienced IT Service Management Process Manager to take ownership of end-to-end ITSM processes and drive continuous improvement across the organisation. You will ensure processes remain efficient, compliant, well-documented, and aligned with ITIL, SIAM, and industry standards.

What You Will Do

• Design, update, and maintain ITSM processes to reflect evolving environments, new roles, and tooling changes.
• Monitor process adherence and ensure all process actors follow established flows and KPIs.
• Drive continuous process improvement, incorporating ITIL, SIAM, audit findings, and best practices.
• Onboard and train process actors, provide clear explanations, and support smooth adoption of new or updated processes.
• Lead governance activities, coordinate improvement initiatives, and align with other organisational units.
• Create clear visual process models, executive summaries, and stakeholder-friendly documentation.