Service Management Lead Public Sector
Type: Contract
Location: Dublin, Hybrid
Salary: €500 - €600 p/d
What’s involved:
- Design and govern enterprise-wide ITSM processes (ITIL, ISO-aligned)
- Manage service desk call flows, incident handling, and escalations
- Define and track KPIs: SLA compliance, MTTR, FCR, CSAT
- Implement and administer ITSM tools such as ServiceNow
- Oversee service catalogue and service portfolio management
- Lead change management processes, including CAB coordination
- Drive process standardisation, automation, and continuous improvement
- Support app and platform service management integration
- Facilitate project-based service transitions into operations
- Generate reports and dashboards for performance and trend analysis
What You’ll Need
- Strong background in enterprise ITSM architecture and operations
- Deep experience with ServiceNow (admin/config/reporting)
- Solid understanding of ITIL practices
- Experience managing change processes and CAB governance
- Strong data analysis and reporting skills (e.g., SLA trends, RCA)
- Experience with PRINCE2 and/or PMI methodologies for service transition
- Excellent communication, documentation, and stakeholder engagement skills
- Experience in developing and maintaining service catalogues
What’s on offer:
- €500 - €600 per day
- Hybrid Working
