Key Skills & Experience:
* Strong background in Service Management Target Operating Model (TOM).
* Hands-on experience with ServiceNow and Azure DevOps (creating user stories, backlog management, and validation).
* Proven ability to document business processes, analyse requirements, and perform impact assessments.
* Experience supporting Service Management transformation or ITSM process improvement programmes.
* Excellent communication, stakeholder management, and workshop facilitation skills.
* Strong analytical and problem-solving capabilities with a structured approach.
* Understanding of risk management, governance, and change management within IT Service Delivery environments.