Service Request Manager

We are seeking a Service Request Manager to support the implementation and operational management of the Service Request function within the Service Management framework. The role will focus on establishing governance, refining processes, and collaborating with stakeholders to define the current-state operating model. 

The successful candidate will work closely with the client to mature the Service Request process using ServiceNow, ensuring effective logging, categorization, and service delivery governance. 

Responsibilities:

Service Request Process Management 

• Support the implementation and management of the Service Request Management process. 

• Collaborate with client stakeholders to develop and document the current-state process. 

• Ensure Service Request processes align with ITSM best practices and organizational objectives. 

• Maintain process documentation, procedures, and workflows. 

Governance & Process Design 

• Define and establish governance structures for Service Request Management. 

• Develop and document roles and responsibilities across teams. 

• Create and maintain RACI matrices for service request activities. 

• Ensure compliance with established service management standards. 

ServiceNow & Operational Support 

• Utilize ServiceNow to support request logging, categorization, and workflow management. 

• Ensure service requests are properly recorded, categorized, and tracked within the platform. 

• Work with technical teams to support process configuration and improvements within the ServiceNow instance. 

• Ensure alignment with the Configuration Management Database (CMDB) structure. 

Stakeholder Collaboration 

• Facilitate meetings and workshops with client stakeholders to refine and optimize processes. 

• Act as a liaison between service delivery teams, process owners, and technical teams. 

• Provide guidance and recommendations for process improvement and operational efficiency. 

Continuous Improvement 

• Identify opportunities to enhance service request workflows and governance. 

• Monitor process performance and recommend improvements. 

• Support adoption of best practices in IT Service Management. 

Qualifications:
 

• Experience in IT Service Management (ITSM) processes, particularly Service Request Management. 

• Hands-on experience with ServiceNow or similar ITSM platforms. 

• Strong understanding of process governance, RACI models, and service management frameworks (e.g., ITIL). 

• Experience working with CMDB environments is an advantage. 
   

• Excellent stakeholder management and communication skills. 

• Ability to facilitate workshops and collaborate with cross-functional teams. 
  
  send your CV's to jorgie.gaspar@zerodaygroup.com