The Service Management Specialist is responsible for the Implementation, Improvement and execution of the ITIL Management processes within a Managed Service environment. This includes operating the defined and agreed processes and managing the process improvement cycle.
Main Duties and Responsibilities: Essential duties may include, but are not limited to, the following:
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.
Experience and skills:
Experience in one or more of the following;
Problem Management
Knowledge Management
Change Management
Release Management
Request Management
Capacity Management
IT Service Continuity Management
3 years 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.
Knowledge of process development in support of end to end life cycles.
Knowledge and experience in organisational effectiveness and IT operations management.
Knowledge of business and management principles and practices.
Good level of technical understanding.
Track record for delivering demand reduction and shift left mentality.
Successful track record of achieving performance and delivery targets.
Ability to develop solutions with focus on customer needs.
Excellent English communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations.
Experience (desirable):
ITIL Intermediate / Practitioner certified
Ability to develop and maintain customer relationships and exceed expectations.
Ability to anticipate future trends, priorities and requirements
Interpersonal Skills:
Articulate and a clear communicator
Be a customer advocate
Have the ability to converse technical terms and definitions to non technical personnel
Meticulous with excellent attention to detail
Able to multitask and handle large amounts of complex information
Ability to work independently and take decisions where necessary.
Successful delivery against commitments and deadlines.
Promotes and supports standardisation and continuous improvement
Additional Information
Training Internal training on products and services will be provided. However, staff are expected to consistently keep abreast of new developments, which would impact on their areas of responsibility. Personal training in relation to this job description will be given as part of the company’s overall personnel development program.
Conditions of Employment Salary: The salary and benefits for this position will be determined according to the experience of the person appointed.
General Guidance: The nominal working week is 37.5 hours, although a degree of flexibility is both offered and expected. In specific circumstances there may be a requirement to work additional hours. Annual holidays are 24 days plus 7 statutory holidays.
Applicants are advised that Security Clearance or Access NI Basic Disclosure will be requested to assist with the decision making process. Disclosure information will not be used unfairly and criminal records will not necessarily prevent you from being successful in your application. A copy of Novosco’s policy on ‘The Recruitment of Ex-offenders’ and ‘The Secure Handling, Use, Storage and Retention of Disclosure Information’ is available to all applicants on request
Novosco Ltd operates a Non Smoking Policy.
Novosco Ltd is an Equal Opportunities Employer.
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