Overview
We are seeking an experienced ITSM Project Manager for a 12-month contract role as part of a significant technology transformation programme within a leading media and entertainment organization. The successful candidate will lead the readiness and implementation of critical IT Service Management capabilities, working closely with various stakeholders to enhance processes and operational improvements. This hybrid position allows for 1-2 days per week onsite in either London or Manchester, and presents an excellent opportunity to engage in a high-profile project that demands robust service management and governance skills.
Responsibilities
- Lead the readiness and transition of core ITSM processes including Incident, Change, and Problem Management.
- Oversee ticketing platform enhancements and service catalogue updates.
- Manage AI-powered incident routing to prevent misclassification and queue misrouting.
- Develop and implement communication, training, and user adoption strategies for operational readiness.
- Ensure logical separation of data and maintain strict access controls for support teams.
- Collaborate with Cyber Security, Data Privacy, and other stakeholders on technical controls.
- Create and manage detailed project plans, milestones, and readiness criteria.
- Maintain project governance documentation and provide effective stakeholder communications.
Requirements
- Minimum 5 years of Project Management experience in IT Infrastructure or ITSM transformation.
- Proven track record in Data Privacy, Information Governance, GDPR, or related compliance projects.
- Strong experience in implementing or improving ITSM processes in enterprise environments.
- Experience in managing organizational change and business readiness activities.
- Excellent stakeholder management skills and the ability to engage at all levels.
- Technical understanding with the ability to translate concepts into business outcomes.
- Demonstrated project governance, budget management, and executive reporting skills.
- PMP and/or PRINCE2 Certification required, Agile and ITIL certifications are desirable.