Partnering exclusively with one of the UK's largest transport organisations, I'm looking for an ITSM Platform/Product Manager to take full ownership of Freshservice. You'll play a vital role as part of their group-wide IT Service Transformation, focusing on optimisation, enhancement, and broader rollout. Location: West London (Hybrid Working) Salary : £65-75k bonus This is a hands-on, strategically significant role that blends platform/product management, configuration, continuous improvement, and stakeholder engagement. This role will shape the ongoing roadmap, lead platform improvements, and ensure they are maximising value from the tool. Key Responsibilities: Take full ownership of Freshservice, ensuring the platform operates effectively, meets business needs, and is continuously improved. Work with IT leadership and business teams to align the ITSM platform strategy with the organisations broader IT and service management goals. Be hands-on in configuration, implementation, and enhancement, ensuring modules, workflows, and integrations are optimised for performance and usability. Manage the pipeline of enhancements and improvements, collaborating with Service Managers, vendors, and IT teams to implement new functionality, reporting capabilities, and automation. Act as the Subject Matter Expert (SME) for Freshservice, providing best-practice guidance, training, and support to teams across the business. Ensure effective third-party management, overseeing vendors supporting the ITSM tool to ensure high service quality and cost efficiency. Ideally, you'll have: A proven track record configuring, optimising, and administering ITSM platforms – ideally Freshservice, but strong experience in platforms like ServiceNow is transferable. Someone hands-on and technically confident: they'll be configuring workflows, automations, and integrations (ideally comfortable with APIs and PowerShell). Comfortable working with autonomy, owning the roadmap, managing third-party vendors, and translating business needs into platform enhancements. Strong communicator and collaborator – able to build relationships across IT, business teams and suppliers. Experience delivering platform elements as part of broader projects, with strong organisational skills and an eye for process and service improvement. A key part of this role is to lead our configuration management programme – this includes the rollout and ownership of our CMDB capability, which is built using Device42 (a plugin to Freshservice). This will be a critical workstream for the incoming manager. This is truly an exciting time to join and influence the future of ITSM across a large, complex multi business organisation, so if you're interested and feel you fit the bill, please apply directly Any questions, pop me an email on ADZN1_UKTJ