Outreach Recruitment is seeking an experienced ITSM Service Manager to design and implement ITIL-aligned service management solutions on behalf of a major European Institution's IT team. The role is hybrid, working remotely within the EU with occasional on-site work in Valletta, Malta.

This role suits a senior IT service management professional with deep ITIL and Atlassian/Jira expertise who is comfortable working in an international, multilingual, and multicultural environment.

• Design ITIL-aligned JSM workflows based on stakeholder feedback, including change enablement approvals
• Build service catalogues with portal structures, request types, forms, and SLA management
• Standardise Jira Agile/Scrum templates and project governance
• Manage change control and stakeholder communications
• Gather requirements through workshops and maintain documentation
• Assess Atlassian Cloud configurations and identify gaps
• Implement automation rules for workflow efficiency

• University degree in IT, combined with a minimum of 10 years of relevant working experience
• ITIL and JSM workflow expertise
• Jira and Agile/Scrum proficiency
• Atlassian Cloud experience
• Confluence architecture knowledge
• Excellent command of the English language

• ITIL service management
• Jira Service Management (JSM)
• Agile/Scrum project governance
• Atlassian Cloud administration
• Confluence architecture

• Atlassian certifications
• ITIL framework certification

Excellent command of the English language.

• Competitive remuneration, offered either as contract or full employment with a benefits package, based on qualifications and experience
• International, multilingual, and multicultural working environment
• Hybrid working — remote within the EU with occasional travel to Malta

Our client is a major European Institution seeking IT service management support, recruiting through Outreach Recruitment.

This vacancy is open until 31 December 2026.

Outreach Recruitment Ltd is a Malta-based recruitment agency connecting employers with qualified local and international talent across hospitality, retail, finance, technology, healthcare, construction, engineering, maritime, and other industries.

If you are interested in this ITSM Service Manager - Hybrid role, we would love to hear from you. Apply today through Outreach Recruitment. We aim to respond to all applications within 3–5 business days.

What does an ITSM Service Manager do in this role?
The ITSM Service Manager designs and implements ITIL-aligned service management solutions for a major European Institution — building service catalogues, standardising Jira Agile/Scrum templates, managing change control, and implementing automation rules.

Is this role remote, hybrid, or on-site?
This is a hybrid role: work is carried out remotely within the EU, with occasional on-site work in Valletta, Malta.

Is this role open to European candidates?
Yes, this role is open to residents in Malta and Europeans, given the hybrid, remote-within-EU working arrangement.

What experience is needed for this ITSM Service Manager job?
A university degree in IT combined with a minimum of 10 years of relevant working experience, including ITIL, Jira Service Management, and Atlassian Cloud expertise.

Is this a contract or permanent role?
Competitive remuneration is offered either as a contract or full employment with a benefits package, based on qualifications and experience.

Is salary disclosed for this role?
Salary is not disclosed publicly for this position. Contact Outreach Recruitment at hr@outreachrecruitment.net for further details.

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