IT Service Level Manager

☞ Evri

View: 107

Update day: 01-06-2024

Location: Morley Yorkshire and the Humber

Category: IT - Software

Industry: Truck Transportation

Position: Mid-Senior level

Job type: Full-time

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Job content

As IT Service Level Manager you will design, create and analyse IT Service data to identify and predict trends to help drive change in our support and service performance. The role is key to our Service Delivery relationships and our own performance management, giving valuable insights allowing us to continually improve.

The following information aims to provide potential candidates with a better understanding of the requirements for this role.

Your day to day life will include carrying out some or all of the following activities:

Accountable for the creation and delivery of all IT Service based reporting requirements.

Responsible for reporting against all IT Service KPIs in line with department and organisation objectives.

Identifies and creates new reporting requirements based on the needs of the IT Service team and the wider business.

Reviews and analyses data to identify and predict trends in service activity and drive improvements

Responsible for identifying opportunities to change the data model within our ITSM platform to enrich and mature our service-based reporting

Works closely with IT Service Delivery to provide reporting specific to different business stakeholders and departments

Uses a range of technology, including ServiceNow and Power BI to create rich and consumable reporting

Is responsible for the governance of IT Service processes. Ensures all processes are documented, owned and reviewed and stored in a central location.

Communicates the location of all IT Service processes and ensures access is available to those that need it.

Works with Service Integration to ensure reporting is in place for new IT services.

Ensures that Service Levels and KPIs for new IT Services are agreed with Service Integration and Service Delivery

Helps IT service functions to surface and develop mature reporting suites to demonstrate success of the function.

Assists the IT Service Senior Management team with adhoc initiatives and projects

Technical & People Skills

Report creation

Data manipulation

Ability to communicate effectively

Self-motivated, able to manage own work

Able to evaluate information, identify key issues and formulate conclusions based on sound, practical judgement, experience and common sense

Can do attitude, willing to work on initiatives outside of core scope of role

Knowledge & Experience

Experience managing large data sets

Experience creating reporting for corporate audiences

Knowledge of ServiceNow, PowerBI, PowerPoint

Experience manipulating data using pivot tables etc

Knowledge of ITIL framework and processes

Experience working in an IT Service team

Experience Is Interpreting Requirements Into Reporting Outputs

Experience governing IT Processes

Qualifications

Educated to degree level or can demonstrate equivalent experience

ITIL 4 or ITIL V3 Foundation minimum
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Deadline: 16-07-2024

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