Lead - IT Service Management

About the role

Lead the design, rollout and continuous improvement of IT service management practices across Inception42, turning the ITSM roadmap into reliable processes, data and digital workflows that support colleagues and customers.

Key responsibilities

• Design and implement incident, request, problem, knowledge and service level practices with clear roles and procedures.
• Translate maturity assessments and feedback into a prioritized improvement backlog and pilot changes.
• Collaborate with Change and Release specialists to integrate practices across the service lifecycle.
• Convert process requirements into platform workflows, catalogue items and reports, coordinating testing and validation.
• Facilitate major incident coordination, maintain records and communication cadence.
• Drive problem reviews, known‑error records and corrective actions based on incident patterns.
• Develop service performance reporting, investigate missed commitments and propose improvements.
• Improve knowledge quality, self‑service journeys and request automation, measuring adoption and effort.
• Establish and maintain accurate service, asset and configuration data with accountable owners.
• Coach teams, run working sessions and provide practice guidance to ensure consistent adoption.

Required profile

• Extensive practical ITSM experience, leading implementation or improvement of multiple service management practices.
• Proven ability to move processes from design to sustained daily use with measurable service quality gains.
• Strong applied ITIL knowledge and sound judgement on governance levels.
• Hands‑on experience translating processes into an ITSM platform (ServiceNow, Jira Service Management or ManageEngine).
• Ability to analyse service data, challenge data quality and turn findings into clear priorities.
• Confident facilitation, stakeholder communication and coaching skills.

Required skills

• ITSM platforms: ServiceNow, Jira Service Management, ManageEngine
• ITIL framework
• Data analysis and reporting
• Process design and workflow automation

What we offer

• Open, diverse and inclusive culture with a global vision.
• Outstanding learning, development and growth opportunities through structured training and high‑tech projects.
• Competitive remuneration package with healthcare, education support, leave benefits and more.