DESNZ – ITSM Process Controller

📋 Description

• Own and govern the ITIL-aligned service management processes within Jira Service Management
• Monitor Incident and Service Request queues in real time, ensuring tickets are prioritised
• Proactively manage ticket lifecycles, applying governance controls to minimise ticket ageing and
• Drive the avoidance of SLA breaches through active queue management, escalation and coordination
• Conduct regular ticket quality audits, identifying non-compliance and implementing corrective
• Lead daily ticket triage stand-up meetings with the Service Desk and technical resolver teams

🎯 Requirements

• Minimum of 3 years of experience in a similar service management role
• Strong customer service orientation with excellent communication skills
• Experience with service desk management tools (e.g., JSM)
• Knowledge of ITIL frameworks and best practices; ITIL v4 certification preferred
• Strong communication, interpersonal, and problem-solving abilities
• Customer-focused mindset with a commitment to delivering high-quality support

🎁 Benefits

• Quarterly Performance-Related Profit Share Scheme
• Strong Career Progression & mentorship coaching
• Flexible/remote working
• Financial Wellbeing initiatives including Pension, Private Healthcare Cover, Life Assurance
• Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness
• Generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave