Job Description
Agile IT Service Manager
About the role
We need someone who doesn’t just “do process” but owns it. Someone who can take IT service management from “tick-box” to “value-add.” If you’re the type who enjoys telling people what ITIL says without actually making it work in real life, this isn’t for you.
Details: Leeds (Hybrid) - £60,000 - £65,000 + benefits - Global ServiceNow environment.
This is about making things better, faster, smarter, and more customer-focused. You’ll be the person who spots patterns others miss, turns chaos into clarity, and makes sure our ITSM Office isn’t just a name on an org chart but a driver of real change.
What you’ll actually do:
1. Own service management processes like they’re your personal brand.
2. Run analytics that tell a story, not just fill a dashboard.
3. Implement continuous improvement that people notice (and thank you for).
4. Be the calm in the storm as Major Incident Manager (on a rota, not 24/7 hero mode).
5. Educate teams so they understand why process isn’t a four letter word.
6. Explore ServiceNow modules like a curious tech detective.
7. Help us nail audits and accreditations without ...