IT Service Request Manager

Morley, UK
13 Jun 2019
28 Jun 2019
Contract Type
Full Time
Technology is a critical part of our business and ensuring it's where it needs to be in a timely fashion is absolutely essential. Here at Hermes, that responsibility falls with the IT Service Request team based here in Morley. We've invested over £55 million into transformation projects here at Hermes and are internalising as many functions as possible over the next 12 months. In an effort to mature our IT Service provision to the business, we are looking to recruit an IT Service Request Manager to join us at our head office.

This role will be accountable for the transformation of the IT Service Request function including:

- Plan, develop, document and manage the IT Service Request Catalogue, collaborating with our ServiceNow Developer to provide business value and a first class user experience.
- Work with projects and BAU teams across the business to complete designs for Service Requests, and associated workflows.
- Develop a rich reporting set that articulates the performance of the Service Request function.
- Proactively drive improvements, including capturing and acting on stakeholder feedback.
- Manage a team of 2 Request Analysts, ensuring that all requests are fulfilled in line with our departmental objectives and KPIs

Key Attributes

- Experience of administration functions within an ITSM toolset
- Experience of managing and maintaining a Service Request Catalogue
- Excellent stakeholder management, with strong written and verbal communication skills
- Positive approach to achieving business solutions, with the ability to develop a positive outcome from complex problems.
- Experience of defining and documenting business processes crossing multiple teams and functions.


- Experience of designing and developing Service Requests in ServiceNow
- Experience and knowledge of Hardware Asset Management and Access Management processes
- Experience in Business Analysis

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