ITSM Service Improvement Lead (ServiceNow)

About the Role

We are looking for an experienced ITSM Service Improvement Lead to help reduce a large backlog of Service Desk tickets relating to user and application provisioning.

Working in a ServiceNow environment, you will review current processes, identify bottlenecks, implement improvements, and help improve service delivery performance. This is a hands‑on role for someone who can drive change and deliver outcomes, not just make recommendations.

Responsibilities

• Review user and application provisioning processes.
• Analyse ServiceNow data, workflows, and ticket trends.
• Identify and remove process bottlenecks.
• Implement improvements to reduce backlog and improve service performance.
• Work closely with Service Desk, Operations, Support, Security, and Technical teams.
• Improve request fulfilment processes, workflows, and service catalogue...