Process & Service Manager
About this role
About the Role
We are looking for an experienced ITSM Process & Service Management Governance Lead to drive process excellence, service data quality, and platform readiness across a multi-country organisation.
You will own governance for core ITSM processes, oversee the quality and structure of service and configuration data, and act as the key process/data SME for any future ITSM platform transition.
Key Responsibilities
- Own process design, KPIs, SLAs, and governance for Incident, Problem, Change, and Request Management.
- Ensure compliance with Bauer playbooks, including CAB governance, shift-left practices, and early support involvement.
- Conduct process audits and drive continuous improvement across countries.
- Govern Hypercare for major changes and releases.
- Own CSDM and service-model governance, including CI classes, relationships, service offerings, and resolving-team mappings.
- Monitor and improve CMDB data quality across completeness, correctness, and compliance.
- Maintain the service catalogue and service-offering structure as the trusted foundation for ITSM processes.
- Act as the process and data SME for the ServiceNow vs. Halo evaluation and any subsequent migration.
- Ensure service, CI, and process models can transition without loss of data, relationships, or process maturity.
- Bridge business requirements and technical delivery teams, owning the “what and why” while technical teams own the “how.”
What You Bring
- ITIL 4 Foundation with practical experience in Incident, Problem, Change, and Request Management.
- Experience in ITSM process governance across multiple countries and teams.
- Strong understanding of CMDB, CSDM, service modelling, and configuration management.
- Experience with process KPIs, SLAs, compliance, and continuous improvement.
- Ability to translate business and process requirements into clear direction for technical platform teams.
- Comfortable working as a governance/SME lead without being a hands-on platform administrator.
Nice to Have
- ServiceNow CIS – Data Foundations or equivalent CSDM experience.
- Familiarity with Halo ITSM / Service Automation Framework (SAF).
- Knowledge of ITIL 4 Service Configuration Management and IT Asset Management.
- Experience with an ITSM platform evaluation or migration.
Success Measures
- Improving CMDB/CSDM data quality quarter over quarter.
- Increased accuracy of service-offering and resolving-team mappings.
- Improved compliance across Incident, Problem, Change, and Request Management.
- No regression in MTTR or change success rate during platform transition.
- A robust, migration-ready service and configuration data model.
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Company at a glance
We are a media business focused on creating content that matters to millions of people across Europe. Our offer covers print and online Publishing, Audio broadcasting and entertainment, Out of Home advertising, and Investments in other media related sectors.
We are one of Europe’s largest Publishers, with almost 500 million copies sold each year. From women’s and celebrities’ magazines and TV listings to food and special interest, we own some of Europe’s most popular digital and print publishing brands. Our Audio business operates more than 150 radio and podcast brands, reaching over 61 million listeners every week. Bauer Media Outdoor is one of Europe’s leading Out of Home advertising businesses, with more than 100,000 advertising panels.
Family-owned in the 5th generation, Bauer Media focuses
on the long-term with a consumer first mindset. Our
workforce of over 12,000 shares a common purpose:
to deliver content and services that enrich people‘s everyday lives.
Our mission is to entertain, serve and inspire our customers, making each day a little better and supporting them as they organise their lives and discover more.
Our Purpose is to enrich everyday life. This Purpose is our reason for being in business. It’s why our consumers buy our products and services. It’s why we come to work every day. It’s at the heart of everything we do and what unites us.
Our group-wide company values are Trust, Passion, Excellence and Entrepreneurship. These four values underpin our corporate identity and culture. They are our guide for how we want to work and grow together.
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