ITSM Process Manager

Job content

• You’ll take the lead delivery of a quality incident management and other ITIL process, and then work with the key stakeholders to ensure that these are adopted and adhered to.
• You will be responsible for day-to-day management of Incident and other Service Improvement ensuring compliance across IT Services.
• You will also be responsible for providing Command and Control during major and significant incidents, bringing together support teams to ensure speedy resolution
• You will analyse and report trends in incident service level management and drive improvements to the ITSM roadmap.
• You will champion and ensure adoption across the Group for process adherence, focusing on Incident, Service Level, and other IT Service Management Improvement.
• This is a rapidly evolving role ideally suited to someone with several years working in a similar capacity within a fast-moving environment
• You may be required to work as part of a 24 x 7 x 365 on call rota
• You will contribute to maturing the IT Service Management Office (SMO), ensuring improvements and insights are developed, maintained, and communicated out to key stakeholders.
• You will own Incident and Major Incident processes and drive Service Level Management and Service Improvements initiatives to ensure its efficiency, and record measures for improvements in the process by using data analysis and relationships across IT Services.
• You will lead Major Incidents should they occur across the business during Business Hours, and continual improve the process/procedures.
• You will prepare reporting that detail the performance and efficiency trends of the Incident, Service Level, and other Service Improvements.
• You will be involved, by either support or leading, in key initiatives across IT Services.
• You will identify improvements for Incidents, Service Level, and other related processes within the ITSM space.
• You will be supporting IT colleagues with training material creation for all ITSM processes.
• You will be responsible for maintaining, operating, troubleshooting, and continuously improving ITSM processes and tools to ensure process adherence.
• This role may encompass additional Service Management assignments in other ITIL process areas
• ITIL foundation qualification required. Intermediate would be an advantage.
• Experienced in supporting or leading Major Incidents across a multi-vendor organisation.
• Proven ability to effectively prioritise and self-organise the execution of tasks in a high-pressure environment covering a broad scope, including service improvements.
• Strong communication and organisational skills (written and verbal).
• Proven ability to mentor/coach individuals as part of overall organisational development process
• Experience of documenting training material, use cases, and process documentation.
• Knowledgeable in-service management roles such as Incident Management, Problem management, Service Request, Service Level Management, Continual Improvement, Configuration Management, etc.
  

• Free local bus travel for you and your family (rules and conditions apply).
• Keep in great shape with access to an on-site gym.
• A healthier and cheaper way to commute with a tax efficient way to fund buying a bike.