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ITIL Service Manager

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Code IT Recruitment Ltd

2021-12-03 07:50:06

salary: 70000.00 British Pound . GBP Annual

Job location Barkingside, Greater London, United Kingdom

Job type: fulltime

Job industry: I.T. & Communications

Job Contact: Peter Fairweather

Job description

Product Service Manager -SIAM

Delivering the current and future IT services through internal and 3rd party suppliers, managing the day to day relationship with the relevant teams and suppliers. Creating and maintaining documentation for the supported components and ensuring it is available to service providers.
Monitoring and quality assuring internal and 3rd party delivery of service management processes to contractual service levels, ensuring that incidents and request procedures and management is compliant with the frameworks and procedures defined within IT service architecture.
Identify, recommend change and initiate actions required and work with 3rd party suppliers to maintain or improve levels of service.
Managing acceptance of changes to supplier services effectively, including contractual change, financial adjustments and ways of working.
Identify and manage the mitigation of service risks.
Updating Service Management tools (ie Service Now, CMDB, ITSCM, change management) to ensure compliance with Service Architecture frameworks, policies and procedures.
Initiate and coordinate red team' response to major incidents in collaboration with Service Operations, where the resolver group do not meet the expected SLA.

Minimum:
Significant experience of a providing SIAM service management within a complex Operating Model, IT infrastructure in a multi-sourced IT Supply Chain Mode for business-critical operations
Significant experience of managing suppliers to commercial framework agreements, ensuring value for money and fairly representing the service provider
Experience of working to Project Management methodology and/or Agile DevOps

Essential:
Expert in SIAM Service Management frameworks, procedures, processes and technologies (ie SNOW) with ITIL V3 certification (Intermediate - Service Operations), ITIL V3 Service Lifecycle Management/Expert certification

Significant experience of service management disciplines within the development life cycle and in-service delivery life cycle

Excellent problem solving, leading service-related operational escalations and issues to successful resolution with the Product Group team

Experience in Risk Management Methodologies (MoR)

Excellent communicator, able to convey technical information to non-technical stakeholders at all levels of the organisation

Understanding the need for IT Service continuity and ensuring services are able to meet the needs of the business in the event of a disaster

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