Service Management Analyst

Incite Insight
Bestwood Village
14 Apr 2018
21 Apr 2018
Contract Type
Full Time

Service Management Analyst

The Service Management Analyst works within the Design and Assurance Directorate and reports to the Senior Service Architect. The purpose of the role is to support service management design and implementation, by designing and enabling the transition of IT services to meet business requirements, recognising that for many organisations, IT is an enabler of business.

Key accountabilities

  • Designing and implementing Service Management services including customer services, Service Catalogue, processes
  • Engaging with the Service Providers (third party suppliers) to define and agree processes and interfaces
  • Champions service management and associated processes and procedures, operating within the ITIL frameworks and compliant with ISO2000
  • Translating customer requirements and contractual obligations into a Service Design that describes the scope of services, delivery model(s), people, processes, Service Level Agreements (SLAs) and supporting Operational Level Agreements (OLAs) to provide the basis for transition into Business-As-Usual (BAU)
  • Production of a Service Model to support Operational teams in the delivery of IT services
  • To produce or update the customer specific contractual agreements (Service Level Agreements) and gain sign off from the customer
  • Works closely with project managers, testing and transition managers to ensure the successful transition of the service design into live operations
  • Supports the project manager in understanding any service risks, dependencies and issues that exist and the impact that these may have on the project, whilst mitigating those within their scope

Key Relationships

  • Subject Matter Experts
  • A number of Communications service providers (CSPs) and Data service providers (DSPs)
  • Service Readiness Programme Manager
  • Operations Transition Manager

Skills & Experience Essential

  • Experience of operational service management
  • Experience of service operating model design and implementation
  • Experience in designing, developing and implementing sustainable and scale-able service management processes and procedures from scratch
  • Displays knowledge of service management and TSM toolsets,
  • Experience of working as a business analyst / service manager/ operations with good service design experience

Skills and experience Desirable

  • Previous experience of working in the energy, government or telecommunications sector
  • Previous experience of working in a regulated environment
  • ITIL and ISO/IEC 20000 qualifications (or a desire to achieve these qualifications)
  • Experience in selecting and applying service management principles, policies and techniques in client operational environments
  • Experience of working in large green field programmes

Person Specification

This is a brand new organisation. It exists at the centre of an extensive network of stakeholders including the energy companies, Ofgem and a number of large contracting companies. The attributes we require in our staff include:

  • Proactive and Self-sufficient
  • Team Player and non-territorial
  • Approachable and Non-egotistical
  • Flexible and adaptable

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