Arbetsbeskrivning

Process Manager ITSM – ITIL & Service Catalog

Location: Huddinge / Stockholm, Sweden

Working Arrangement: Hybrid / Partial Remote

Job Type: Consultant

Reference Number: UPP-2026/118

Assignment Period: 15 November 2026 – 31 December 2027, with a possibility of extension until 31 December 2029

Scope: Approximately 20% (8 hours per week)

Application Deadline: 27 October 2026

About the Assignment

We are looking for an experienced ITSM Process Manager to provide specialist expertise, advisory support, and quality assurance for IT service management initiatives.

The assignment focuses on developing a structured service catalog and defining service management principles aligned with ITIL/ITSM best practices and organizational requirements. You will collaborate with project teams, business representatives, IT specialists, and architects to translate business needs into clear functional requirements for an ITSM platform.

The role also involves facilitating workshops, identifying risks and dependencies, and ensuring that service catalog design aligns with broader service and support processes.

Key Responsibilities

• Develop and quality-assure service models and principles for structuring a service catalog.
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• Support service catalog design based on ITIL/ITSM best practices and business needs.
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• Identify, document, and validate functional requirements for an ITSM platform.
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• Ensure alignment between service catalog requirements and Service & Support processes.
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• Facilitate workshops with business representatives, IT teams, architects, and project stakeholders.
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• Provide recommendations based on industry best practices and previous ITSM implementations.
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• Identify gaps, risks, dependencies, and alternative approaches.
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• Define service catalog structures, service levels, categorization, relationships, attributes, and governing principles.
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• Support requirements development and quality assurance throughout the project lifecycle.

Mandatory Requirements

• Very good written and spoken Swedish.
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• At least 7 years of experience in ITIL/ITSM.
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• At least 3 years of experience working with service catalogs related to ITIL/ITSM.
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• At least 3 years of experience translating ITIL/ITSM frameworks into practical working methods.
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• At least 3 years of experience developing and quality-assuring functional requirements for ITSM platforms based on business needs, processes, and desired working methods.
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• At least 3 years of experience implementing and/or procuring ITSM platforms and service catalogs within larger organizations.

Preferred Qualifications

• Excellent workshop facilitation skills and the ability to structure discussions with business, IT, architecture, project management, and specialist teams.
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• Good understanding of Service Request Management, Incident Management, and related ITSM processes.
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• Ability to challenge assumptions, identify gaps and dependencies, and ensure the quality of requirements and proposed solutions.
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• Experience defining service catalog structures, service levels, categorization, relationships, attributes, and governance principles.
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• Strong analytical, communication, and stakeholder management skills.

Application Process

Interested candidates are invited to submit an updated CV highlighting their ITSM/ITIL experience, service catalog development, functional requirements management, and ITSM platform implementation or procurement experience.

Please clearly specify the duration of experience for each mandatory requirement.

Application deadline: 27 October 2026.