Service Management Specialist

The Role:

This role is well suited to the experienced IT professional who would relish to chance to operate both as part of a team of fellow professionals, but also with the drive and initiative to work with autonomy.

Key Responsibilities:

• Responsible for the deployment of the processes. Evaluates performance metrics against the defined critical success factors and institutes actions to correct shortcomings or further streamline the process as necessary
• Responsible for the execution of the process controls, ensuring that internal support groups, vendors, suppliers, customers comply with process and data standards.
• Coordinate and collaborate process delivery involving internal support groups, vendors, suppliers, customers and manage any roadblocks
• Interfaces with other processes and/or business functions to ensure they are able to leverage the benefits provided by the ITIL processes
• Manages and leverages existing toolset functionality to support the effective and efficient delivery of the Processes • Ensure that KPIs are reported, and their targets met
• Coordination with suppliers, contractors, 3rd parties, etc.
• Identifies opportunities and submits proposals for improvement with respect to tools, staff, training, process, procedures and work instructions
• Please note that this job description is subject to ongoing review as new demands and best working practises are considered, agreed and implemented

Skills & Experience:

• Operational ownership of one of at least one of the following processes:

1. Configuration and Asset Management
2. Software Asset Management
3. Incident Management
4. Request Management
5. Knowledge Management
6. Problem Management
7. Change and Release Management

• ITIL Operational experience and a strong knowledge of ITIL v3 and ISO 20000
• A track record of operating and managing within an IT Service Management environment
• Good level of technical understanding
• Track record for delivering demand reduction and shift left mentality
• Successful track record of achieving performance and delivery targets

Experience (desirable):

• Exposure to ServiceNow, including working with development team members to implement tool enhancements in the promotion of service improvement and bug fixing
• ITIL Intermediate / Practitioner certified