Job Description IT Service Manager Purpose Seeking an IT Service Manager to help with the improvement of IT services. This will primarily focus on Continuous Improvements, Knowledge Management and Asset Management activities. A key responsibility will be to assist in maximising usage of the ServiceNow ITSM toolset and coach a member of the team in ITAM. Know How & Problem Solving Asset and configuration management. You can manage configuration management for the organisation, ensuring value for the business and adherence to company policies. Ensure that changes to assets are recorded and controlled appropriately and advocate organisational commitment to asset control. (Skill level: expert) Knowledge Base Management : Design and implement a structured knowledge base framework that aligns with ITIL best practices, ensuring it supports all ITSM processes and enhances service delivery. Oversee the creation, review, and updating of knowledge articles to ensure they are accurate, relevant, and up-to-date. ((Skill level: expert) Business analysis (IT operations). You can investigate problems and opportunities in existing processes and contribute to recommending solutions. You can work with stakeholders to identify objectives and potential benefits. (Skill level: working) Community collaboration. You can contribute to the work of others. You can motivate and empower teams. You can create the right environment for teams to work in and can identify the best team makeup depending on the situation. You can recognise and deal with issues. (Skill level: working) Continual service improvement. You can identify process optimisation opportunities and contribute to the implementation of proposed solutions. (Skill level: practitioner) Ownership and initiative. You can take accountability for issues that occur and be proactive in searching for potential problems. You can achieve excellent user outcomes. (Skill level: practitioner) Problem management. You can initiate and monitor actions to investigate patterns and trends to resolve problems. You can effectively consult specialists where required. You can determine the appropriate remedy and assist with its implementation. You can determine preventative measures ensuring RCA’s are received as well as reporting, trending and analysis of Problems. (Skill level: practitioner) Service management framework knowledge. You have a Level 3 service management framework qualification or equivalent experience. (Skill level: practitioner) Service Transition. Proven experience in service transition, including implementing new processes and technologies to support seamless adoption and minimise disruption. (Skill level: practitioner) Service reporting. You can produce relevant reports and work with important stakeholders to discuss any changes in the reporting processes. You can add a commentary that provides an interpretation of the data set. (Skill level: practitioner) Stakeholder relationship management. You can influence stakeholders and manage relationships effectively. You can build long-term strategic relationships. You can facilitate and deliver business outcomes. (Skill level: practitioner) Technical understanding. You can understand the core technical concepts related to the role and apply them with guidance. (Skill level: working) User focus. You can identify and engage with users or stakeholders to collate user needs evidence. You can understand and define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes. (Skill level: practitioner) Experience: Ability to influence and challenge constructively with people at all levels. Effective communication and stakeholder management skills. Able to work under own initiative, with minimal supervision. Proven experience of implementing ITIL best practices. ITIL4 Managing Professional certification is required. Familiarity with various ITSM tools and software (in particular ServiceNow). Solid experience and use of analytics, reporting, metrics and KPI’s to demonstrate successes and identify Continuous Improvement activities. Accountability Continuous Improvement: Assist with the management of CI activities and tracking of progress. Utilise lean methodologies to eliminate waste and improve service delivery. Foster a culture of continuous improvement. Focus on empowering the Service Desk team to ‘shift-left’. Stakeholder Engagement: Work closely with stakeholders to understand their needs and ensure IT services meet business requirements. Communicate effectively with teams to promote best practices and service excellence. Knowledge Management: Establish KB management process. Establish standards for all KB documentation. Enable ServiceNow Now Assist AI. Identify new documentation requirements using metrics. Ensure relevant documentation is correctly categorised and uploaded to ServiceNow. Develop and implement a robust Knowledge Base (KB) management process to enhance accessibility and accuracy of information. Establish clear standards and guidelines for all KB documentation, ensuring consistency and usability across the organisation. Enable and optimise ServiceNow’s Now Assist AI to improve searchability and recommend relevant knowledge articles. Use data-driven insights to identify gaps and prioritise new documentation needs. Ensure that all relevant documentation is accurately categorised, maintained, and accessible within ServiceNow to support efficient issue resolution. Asset / CI Management: Establish best practices for asset management. Mentor ITSM Analyst in asset management. Using metrics/reporting to identify issues/potential issues and implement solutions. Assist with the creation of a CMS.