ITSM Service Manager - Hybrid

We currently have a vacancy for a ITSM Service Manager fluent in English, to offer his/her services as an expert who will remotely within EU with occasional travelling in Malta. In the context of the first assignment, the successful candidate will be integrated in the Development team of the company that will closely cooperate with a major client’s IT team on site.

• Design ITIL-aligned JSM workflows based on stakeholder feedback, including change enablement approvals and controls;
• Build service catalogue: portal structure, request types, forms/fields, queues, SLAs, operational reporting;
• Standardize Jira Agile/Scrum project templates: issue types, workflows, fields/screens, permissions, governance conventions;
• Manage change control, and stakeholder communications; deliver documentation, and handover package;
• Gather requirements via stakeholder workshops; document user journeys, process maps, and acceptance criteria; maintain requirements traceability;
• Assess current Atlassian Cloud configuration; produce baseline, gaps, and remediation backlog;
• Implement automation rules to reduce manual triage, routing, notifications, and SLA escalations.

• University degree in IT, combined with minimum 10 years of relevant working experience;
• Experience in ITIL and JSM workflows;
• Experience in Jira and Agile/Scrum project templates;
• Experience in Atlassian Cloud;
• Knowledge of Confluence architecture: spaces, templates, permissions, and JSM knowledge base integration;
• Relevant Atlassian cloud certification will be considered an asset;
• Certification for ITIL or other similar framework will be considered an asset;
• Excellent command of the English language.