ITSM Service Improvement Lead

ITSM Service Improvement Lead (ServiceNow) About the Role We are looking for an experienced ITSM Service Improvement Lead to help reduce a large backlog of Service Desk tickets relating to user and application provisioning. Working in a ServiceNow environment, you will review current processes, identify bottlenecks, implement improvements, and help improve service delivery performance. This is a hands‑on role for someone who can drive change and deliver outcomes, not just make recommendations. Responsibilities Review user and application provisioning processes. Analyse ServiceNow data, workflows, and ticket trends. Identify and remove process bottlenecks. Implement improvements to reduce backlog and improve service performance. Work closely with Service Desk, Operations, Support, Security, and Technical teams. Improve request fulfilment processes, workflows, and service catalogue processes. Identify opportunities for automation and process simplification. Track service metrics and report on improvement outcomes. Skills and Experience Strong experience working in ITSM environments. Practical experience with ServiceNow. Experience improving service delivery and reducing operational backlogs. Good understanding of ITIL and continual service improvement. Strong stakeholder engagement and problem-solving skills. Ability to identify issues and implement solutions. Comfortable working across technical and operational teams. Desirable Experience with user access, application provisioning, or Identity and Access Management (IAM). ServiceNow administration or workflow experience. ITIL certification. What We're Looking For Someone who can quickly understand the problem, identify what is causing delays, work with the right teams, and implement improvements that make a measurable difference. #J-18808-Ljbffr