We are looking for an ITIL Service Management Specialist to work for our client in Malvern for an initial 3-6 months contract. This role will be responsible for the design, implementation and management of ITIL Service Management function and process, in support of three service lines within Cyber SOC Services.
For all tasked process areas the role must define the implementation strategy, ensuring that business requirements, contractual requirements and performance targets are met in a cost effective manner, and driving standardised approaches.
Acting as process owner, the role will be responsible for defining, analysing, planning, measuring, improving and running all aspects of the tasked ITIL Service Management processes, with an ongoing focus on both continuous improvement and efficiency.
Responsible for the design, implementation and management of ITIL Service Management function and process, acting as process owner for all tasked process areas.
Candidates must hold an active SC clearance or be eligible or be willing to undergo the process
For all tasked process areas define the implementation strategy, ensuring that business requirements, contractual requirements and performance targets are met in a cost effective manner, driving efficiency, standardisation and continuous improvement.
Provide analysis of usage and performance data, and reporting on performance against targets contained in SLAs & KPI's for tasked process areas
Responsible for raising incidents and problems when breaches of service are detected, and assisting with the investigation, diagnosis, root cause analysis , change management related incidents and problems
Responsible for creating and maintaining plans and schedules required for the efficient running of process for example. Forward Schedule of Change Availability Plan, Capacity plan.
Responsible for ensuring the tasked process and its associated techniques and methods are regularly reviewed and audited, and remain fit for purpose
Responsible for determining process and policy requirements from the business for new or enhanced IT Services
Mentor and influence team members and stakeholders to ensure continued process improvement and performance
Responsible for ensuring process is being adhered to and that breaches are escalated and resolved
Responsible for the Chairing of regular process reviews and forums
Experience & Knowledge:
Bachelor's degree or equivalent work experience
It is considered unlikely that the necessary skills would be present in someone with less than 5 years' experience within ITIL Service Management and design
Proven experience in leading ITIL processes and process improvement
Excellent understanding of Service support functions obtained in an ITIL based support organisation and how these are inter-related
ITIL Practitioner (minimum) or Expert (preferred) qualification.
Excellent communication and stakeholder management skills - written and verbal
Excellent reporting skills and experience in statistical analysis and reporting
Experienced at running workshops , reviews and forums
Excellent analytical and problem solving skills
Strong relationship management skills
Good understanding of ITSM tools - LANDesk, Remedy
Customer focused and able to work and adapt to rapid Change
Assertive and confident with the ability to be diplomatic and understanding
Skills & Competencies:
The design, deployment, maintenance and running of
ITIL Capacity Management
ITIL Availability Management
ITIL Change Management
ITIL Incident Management
ITIL Problem Management
ITIL Asset and Configuration and Management