Service Manager - Hybrid - Deadline 17/07/26

• Design ITIL-aligned JSM workflows based on stakeholder feedback, including change enablement approvals and controls.
• Build service catalogue: portal structure, request types, forms/fields, queues, SLAs, operational reporting.
• Standardize Jira Agile/Scrum project templates: issue types, workflows, fields/screens, permissions, governance conventions.
• Establish Confluence knowledge architecture: spaces, templates, permissions, and JSM knowledge base integration.
• Manage change control, and stakeholder communications; deliver documentation, and handover package.
• Gather requirements via stakeholder workshops; document user journeys, process maps, and acceptance criteria; maintain requirements traceability.
• Run kickoff meetings; confirm scope, success criteria, and RACI; publish SoW annex and delivery plan.
• Assess current Atlassian Cloud configuration; produce baseline, gaps, and remediation backlog.
• Implement automation rules to reduce manual triage, routing, notifications, and SLA escalations.

Advantageous

• Relevant Atlassian cloud certification;
• Certification for ITIL or other similar framework;

Level : Senior

• Hybrid (La Valletta, Malta and remote)
• 10% onsite and 90% offsite modes