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ITSM Request Fulfilment Manager (8 months contract)

ITSM Request Fulfilment Manager (8 months contract)


At Keywords, we are using our passion for games, technology and media to create a global services platform for video games and beyond. Our aim is to become the “go to” provider of technical services.

 We enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In so doing, we empower our clients to remain lean and agile, and to focus on creating the most engaging experiences. We stand shoulder to shoulder with our clients working as their external partner, providing access to our teams of experts where and when needed.

 Keywords is trusted and relied upon by many of the world’s leading video game companies to work alongside them during concept, development and live operations by leveraging the breadth and depth of our industry leading service lines every step of the way. 

We are looking for a highly skilled and experienced ITSM Request Fulfilment Manager to lead our Global ITSM teams in Service Catalogue and Service Level Management at Keywords Studios. In this crucial role, you will define strategies and drive our mission to deliver exceptional IT services to our customers. If you are passionate about impactful work and enjoy challenges, we want your expertise and vision!

Key Responsibilities

Design and Implement Service Catalogue Processes:

    • Lead the design and implementation of the service catalogue management processes.
    • Collaborate with cross-functional teams to identify and develop enhancement opportunities aligned with business objectives.
    • Work with the ServiceNow team to build associated workflows, dashboards, and knowledge bases.
    • Collaborate with Local IT Support and End User Experience teams to integrate automation into the service catalogue.
    • Manage and maintain the service catalogue, ensuring all services are accurately documented and available to customers.

Service Request Fulfilment:

    • Implement and maintain processes for timely and efficient service request fulfilment.
    • Work closely with customers and stakeholders to understand their needs and requirements.
    • Ensure service level agreements (SLAs) are met and service delivery aligns with customer expectations.

SLA/OLA Development:

    • Craft and negotiate Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).

Qualifications and Skills

    • Proven experience in ITSM with a focus on Service Catalogue development.
    • Proven experience with ServiceNow.
    • Excellent communication skills and experience in cross-departmental collaboration.
    • Familiarity with ITIL practices and project management methodologies.
    • Background in SLA/OLA development and negotiations.

If you are ready to make a significant impact and take on new challenges, apply now to join our dynamic team at Keywords Studios!


By providing your information in this application, you understand that we will collect and process your information in accordance with our Applicant Privacy Notice. For more information, please see our Applicant Privacy Notice at


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