ITSM Lead

Role: ITSM Lead

Location: We operate a hybrid schedule, meaning 2-3 days a week in the office based at Thorpe Park, Leeds.

Salary: Up to £500 per day

Contract type: Contract until April 2027

Employment type: Full time

Working hours: We work on a core hours principle. Our core hours are 09:30 - 16:00; you can work around these to suit you!

Do you want to work for the nation’s largest online pharmacy ensuring excellence for all our patients? We’re a market leader in the pharmacy world, with 25 years’ experience, helping over 1.8 million patients in England manage their NHS prescriptions from request through to delivery. We are Great Place to Work certified as we consider colleague experience a top priority every day, and as a certified B Corp we also meet high standards of social and environmental responsibility. Our people are fundamental to our success and ensuring we achieve our vision to be a world leading, patient‑centric digital healthcare provider. We are committed to continuing to develop a positive, open and honest working environment for all.

We're looking for an experienced ITSM Leadto lead the evolution of our Jira Service Management platform and drive excellence across our IT support function.

This role combines platform ownership, service improvement and technical leadership, with responsibility for transforming and optimising Jira into a scalable, user‑focused solution that supports the needs of the business. Alongside this, you'll own the delivery of outstanding service, achieve SLA commitments and continuously improve employee experience.

Working closely with stakeholders across the organisation, to identify opportunities to streamline processes, enhance service management capabilities and deliver solutions that support operational efficiency, business growth and long‑term success.

Our tech teams keep us running 24/7 to make sure all our patients get world class service. To support that, this role may include participation in an out‑of‑hours rota as required by the business. We operate fair scheduling process as well as additional compensation for all on call periods.

What you’ll be doing?

• Own the overall Jira platform strategy, roadmap and continuous improvement programme.
• Conduct a comprehensive review of the existing Jira environment, including projects, workflows, permissions, automations, integrations and configurations.
• Redesign and standardise Jira processes and workflows across the business.
• Design and implement new Jira functionality, dashboards, reports, automations and service management capabilities.
• Partner with business and technical stakeholders to gather requirements and translate them into effective Jira solutions.
• Enhance the Jira user experience, ensuring the platform is intuitive, consistent and easy to use.
• Identify opportunities to automate manual processes and improve operational efficiency.
• Establish governance, standards and best practices for Jira usage across the organisation.
• Manage platform configuration changes, ensuring they are tested, documented and implemented effectively.
• Collaborate with technical teams to deliver integrations between Jira and other business systems.
• Monitor platform performance, adoption and usage, using insights to drive continuous improvement.
• Support change management and user adoption through clear communication, training and documentation.
• Act as the Jira subject matter expert, providing guidance on platform capability and best practice.
• Stay up to date with Atlassian developments and identify new features and functionality that could add value to the business.

Who are we looking for?

• Proven experience leading Jira Service Management platforms, including transformation, optimisation or implementation initiatives.
• Strong expertise in Jira configuration, workflows, automations, governance and service management best practices.
• Good understanding of ITSM principles and frameworks, particularly ITIL.
• Demonstrated ability to translate business requirements into scalable, user-focused solutions.
• Experience driving process improvement, automation and operational efficiency.
• Strong stakeholder management and communication skills, with the ability to engage technical and non-technical audiences.
• Experience with the Atlassian ecosystem, including Confluence, integrations and Assets/CMDB.
• Proactive, organised and improvement-focused, with a passion for delivering excellent service experiences.

Applicants must prove they have the right to live in the UK.

All successful applicants will be required to undergo a DBS check.

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