IT Service Management Team Lead (Problem/Incident Analysis)

Recruiter
Biztek Recruitment Limited
Location
London (Greater)
Salary
£45,000 pa + Bonus + benefits
Posted
09 Nov 2017
Closes
16 Nov 2017
Contract Type
Permanent
Hours
Full Time

IT Service Operations Team Lead. This is Service Management Role NOT service technical delivery.

We want to hear from candidates with strong experience in a service operations role having managed a Global Service Desk and performed the role of an incident manager. You must have strong data analytics for problem analysis. You will have a minimum of 10 ITIL credits with OSA (Operation Support and Analysis) and CSI (Continual Service Improvement) being mandatory.

You will have experience in developing service improvement plans, effectively communicating the approach and managing the plan from implementation to reporting actual to planned improvement.

This is an exciting opportunity to join one of the World?s biggest B2B brands experiencing massive global growth and currently engaged in an IT Transformational programme to support fourfold growth. You will be part of a team that will be responsible for support and implementing the process and technology to meet the growing demands on IT support in line with this growth strategy and IT transformation program. The ideal candidate will contribute to the projects to improve service operations and be part of the team that will roll out the latest ITSM technology across the organization.

Although the purpose of the IT operations team lead role is to ensure customer focused delivery of IT support services to internal employees and customers, the role is equally a hands on role and the individual is required to handle day to day operations working along with internal IT support teams and external service providers so that SLA?s are adhered to and teams are aware of their performance.

You and your support team will need to adapt and provide support to the security operations function and Information security controls.

TO APPLY FOR THIS ROLE

A full JD detailing the role and its excellent benefits is available to interested candidates. However here is a summary of the skills and experiences required:

  • Experience in developing service improvement plans, effectively communicating the approach and managing the plan from implementation to reporting actual to planned improvement.
  • Knowledge of problem management methodologies like pain value analysis/ kepner and tregor and pareto analysis.
  • Understanding of monitoring / IAM / Discovery / Deployment / and Service Management tools (any in the Gartner magic quadrant).
  • Experience using Remedy on Demand / SmartIT and MyIT.
  • Experience in using the LEAN methodology in IT operations.
  • Strong excel experience for Data Analysis.
  • Strong experience in a service operations role having managed a Global Service Desk and performed the role of an incident manager.
  • A minimum of 10 ITIL credits with OSA (Operation Support and Analysis) and CSI (Continual Service Improvement) being mandatory.

This job was originally posted as www.jobsite.co.uk/job/959493238