ITSM Process Designer / ITSM Training Lead

What’s in it for you?

• 12-month contract with potential extensions
• Work within a high-profile government transformation program
• Collaborate on enterprise-wide ITSM process design and optimisation initiatives
• Exposure to Agile, DevOps, and SAFe delivery frameworks
• Opportunity to work with modern ITSM platforms such as ServiceNow
• Contribute to service improvement and capability uplift across critical IT functions
• Be part of a collaborative, forward-thinking service management team driving real change

What we need from you

• Demonstrated experience in ITSM process design, implementation, or improvement
• Hands-on exposure to Lean, Agile, or DevOps environments
• Strong understanding of ITIL 4 practices and service management frameworks
• Familiarity with process automation and workflow optimisation
• Proven ability to lead cross-functional teams and drive change adoption
• Excellent stakeholder engagement and communication skills
• Experience working with ServiceNow or similar ITSM platforms
• NV1 Security Clearance (mandatory)

Role

We are seeking an experienced ITSM Process Designer to join a major government transformation program. In this role, you will design, implement, and optimise ITSM processes aligned with ITIL 4 best practices, enabling operational excellence across enterprise IT functions.

You will work closely with stakeholders to integrate ITSM processes within Agile and DevOps delivery models, identify opportunities for automation, and ensure effective process adoption across the organisation.

This role is ideal for someone who brings a blend of process design expertise, service management knowledge, and strong facilitation skills to drive meaningful change in a complex environment.

Key Responsibilities:

• Design, enhance, and document ITSM processes (e.g., Incident, Change, Problem, Service Request)
• Facilitate workshops with business and technical stakeholders to define process requirements
• Drive integration of ITSM processes within Agile/DevOps delivery models
• Identify and implement process automation and workflow optimisation opportunities
• Support change management and service transition initiatives
• Ensure processes are embedded, measured, and continuously improved
• Provide expert guidance on ServiceNow process design and configuration alignment

What You’ll Need:

• Proven experience in ITSM process design and implementation
• Strong knowledge of ITIL 4 Foundation (Practitioner or Specialist certification desirable)
• Experience working in Lean, Agile, or DevOps environments
• Hands-on familiarity with ServiceNow or equivalent ITSM platforms
• Excellent communication, facilitation, and stakeholder management skills
• Demonstrated ability to lead cross-functional teams and manage organisational change
• NV1 Security Clearance (essential)

Talented, committed, can-do individuals have always been the cornerstone of this dynamic organisation. If you have what it takes to thrive in this role and want to know more, please reach out to Isha Khanna at isha.khanna@akkodis.com 

Joining Akkodis as a Consultant 

• Weekly Pay 
• No payrolling processing fees 
• Upskilling opportunities and training discounts 
• Consultant gatherings events 
• Akkodis SME meet ups/information sessions 
• EAP Support Program 
• Dedicated Account Management Support Team 

 

Privacy 

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“Akkodis is an Equal Opportunity employer, committed to all forms of workforce inclusion. We actively invite and encourage applications by candidates from diverse backgrounds” 

Candidate Profile

We are seeking multiple skilled professionals for roles across ITSM Process Design within a major government transformation program