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Service Delivery Manager ITIL

Employer
Reed
Location
UK
Salary
Competitive
Closing date
3 Jun 2022

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Sector
Technology & New Media
Contract Type
Permanent
Hours
Full Time
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Service Delivery Manager (ITIL)

I am currently recruiting for a Service Delivery Manager for a large and respected client with offices in East London. You can work from home 2-3 days a week.

The Service Delivery Manager has accountability for their assigned service management platforms and tool set administration, managing service reporting, trend analysis, process and systems automation, and project managing service improvement initiatives.

Main duties:
  • Take ownership of problems and provide swift and innovative solutions.
  • Takes ownership of the incident/request/alert to resolution process and the life cycle of the automations to workloads into different technical solutions.
  • Act to actively support service management systems and processes including event management, incident management, transition management, problem management, change management, request fulfilment, quality management and our ITMS solution and other tools, along with contributing to their continuous improvement.
  • Perform root cause analysis to identify underlying causes of incidents/request/alerts in order to drive automation.
  • Lead and oversee access management enabling customer access following guidelines and with security and auditability imperative Managing the end-to-end IT change, release and deployment processes.
  • Ensuring that changes to services are recorded, evaluated, authorised, prioritised, planned, tested, implemented, documented and reviewed in a controlled manner.
  • Implement and manage the Service Catalogue.
  • Delivery to defined Service Level Agreements; delivering continuous improvement.
  • Define and agree release and deployment plans with customers and stakeholders.
  • Ensure that all changes to services are tracked and verified, meet service definition requirements and pass service acceptance criteria or are backed out if required.

Experience sought:
  • Significant experience of IT Service Management including the implementation of best practice frameworks (ITIL), creation of processes and driving business outcomes through the use of process.
  • Strong influencing and negotiating skills. Ability to interface and influence at all levels. Able to effectively manage politics and conflicting agendas.
  • Significant experience of IT Service Management including the implementation of best practice frameworks (ITIL), creation of processes and driving business outcomes through the use of process.
  • Problem management
  • Service transition
  • Incident management

You will be joining a newly formed team who will offer a great work/life balance, the option to work from home, flexible working, a very generous pension scheme and over 30 days holiday.
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