Job Title

Service Manager – Process Migration (ITIL v4 – Jira / ServiceNow) Programme: Critical Government Data Programme Location: Hybrid (Once a week Travel) Clearance: SC Clearance Required Duration: 11 months initial remit (spread across 2 contracts) Overview Join a delivery-focused team enabling a critical government data programme. As Service Manager, you’ll drive the migration of core service management practices from the current Data Programme (utilising Jira) into the Enterprise Services area (using ServiceNow). This is part of a broader service management framework our client is implementing—defining how services are supported, monitored, and improved across central and product teams. How This Role Fits In You’ll support the build-out of a service management architecture that enables applications to be: • Effectively monitored • Reliably supported • Transparently reported on • Continuously improved You’ll help migrate key practices into the Home Office’s enterprise-wide ServiceNow environment to ensure operational scalability. Key Responsibilities • Lead hands-on migration of core practices:     o Incident Management     o Problem Management     o Change Enablement     o Service Desk     o Request Fulfilment • Plan and facilitate detailed workshops with Civil Servants to:     o Explain impacts of process migration     o Ensure dependencies are surfaced and addressed     o Secure full stakeholder buy-in • Work closely with technical and non-technical teams to ensure a smooth transition from Jira to ServiceNow • Contribute to a broader Service Management Architecture enabling end-toend operational support Required Experience • ITIL v4• Hands-on migration of service practices to ServiceNow (Jira to SN migration experience is ideal) • Deep stakeholder engagement skills with Civil Service or public sector experience preferred • Background in consulting or advisory capacity, driving change in structured environments • Ability to communicate technical transformations in plain English to a broad audience