Your Role:
- Supporting the management of successful delivery of a Value for Money IT support function, including the management of service delivery support teams.
- Identify opportunities to improve the user experience and implement interventions
- Resource management of teams to meet the demands of the business and Financial management of relevant Operations budget lines and current contracts
- Work with Commercial Team to ensure that we leverage best value from current suppliers and frameworks.
- Act as an escalation point for the operational Service Desk
- Take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements.
- Ensuring services are aligned to best practice
- Perform operational processes, such as Incident Management, Problem Management and Change Management
- Ensure adequate reporting and service standards are met
- Attend the weekly Operations Management meetings and ensure that two way cascading happens throughout their teams, e.g. Change Agreement Board
- Identify, plan and perform Continual Service Improvement activities
- Ensure service asset and configuration processes/policies are properly controlled
Your Skills:
- Knowledge of ITIL V3 or V4 and ITSM
- Hands-on experience with Service Now or Service Anywhere
- Previous experience in an Incident Management, Problem Management, Knowledge Management or CI/CD Management role
- Understanding of ITSM framework: In-depth understanding of ITSM framework principles and processes, and the ability to apply the technical knowledge.
- Flexible, adaptable and a team player
- Quickly develop an understanding of the business, strategy, to communicate in business terms and understand the business levers.
- Excellent communicator