Service Management / Delivery ITIL - 35k London
My client is a global tech solutions company and they have a role for a Incident and Problem Manager / Service Manager for there London office .
Responsible for managing and continually improving the maturity of the managed service ability to respond to Incidents, as well as identifying and resolving problems from their root cause.
Developing and delivering Management Information to a variety of stakeholders, you will play a key role in maximising the capability of teams to respond to Incidents, as well as providing a baseline for the introduction of OLAs/OWAs and SLAs.
You will ensure that longer term solutions are scoped, defined and implemented and that Major Incidents are communicated efficiently and effectively and reported to management.
Responsible for embedding process improvements across the managed service organisation, we are looking for candidates with good communication, coaching, mentoring and relationship building skills, able to interact with individuals across all levels.
Core skills, knowledge, experience required
To be successful, you must have the following experience in a previous role:
End to End incident management inclusive of Major Incidents
Using Data and Trend analysis to guide our IT functions to make the right service decisions and improvements
Ability to gain and retain knowledge across the End to End Managed Service enterprise
Utilising reports to make service improvements within the enterprise.
Embedding Problem Management processes
Knowledge of ISO20001 ITSM Service Management
Atlassian Jira service management tool
Education & Experience:
Bachelor’s degree or equivalent Corporate experience
Previous proven experience in 24x7 digital service delivery environment
ITIL foundation level Preferred: ITIL Service Desk and Incident Management Practitioner (SDIM) ITIL Problem Management Practitioner