IT Service Manager - ITIL Service Management

My client is currently looking for an IT Service Manager

The IT Service Manager will need to provide the leadership of the ITIL Service Management capability for Service Design, Introduction and Transition.

Champion the ITIL control processes for Problem, Change, Release, Configuration Management, delivering successful outcomes that enables them to achieve its corporate and operational objectives, ensuring IT governance and controls are effective.

The IT Service Manager will be responsible for delivering and managing the service delivery improvement plan, managing risks and issues.

Supporting any changes through effective communication and coordination at all levels of the organisation. Also, To Deputise for the Head of Service Delivery, as needed.

Skill/ Experience

A strong background leading an ITIL Service Management capability with minimum of 10 Service Management experience

Implementation of end-to-end ITIL Service Management framework

An In-depth understanding of Service Design & Transition, Major Incident Management, Problem, Change & Release Management, Disaster Recovery & Continuous Service Improvement Management

Background from ITIL Service Management

ServiceNow

Excellent communication skills - collaborative approach.

Able to apply judgement to decision making and prepared to make tough decisions

Excellent negotiation and relationship management skills. Ability to establish strong working relationships with business and other stakeholders

Excellent understanding of project & service management delivery methodology, frameworks, and best practice

Passionate about continuous service improvement and delivering results

Key Responsibilities

Rollout and the overall management of end-to-end ITIL Service Management best practice policies, processes, and procedures to enhance the control and maturity of IT Service Delivery

Responsible for the overall transition of new or changed services into BAU

Design, deliver and manage the Service Introduction, Design & Transition processes, and the overall governance, ensuring these are communicated and followed throughout the IT function and the business.

Lead Service Reviews with business stakeholder and key suppliers

Create & manage the service delivery service improvement plan, managing priorities, risks, and issues to deliver the target operating model within the agreed timeline working with the Head of Service Delivery

Design and support the Problem Management processes by ensuring that the root cause analysis is conducted, delivering actions to conclusion in a priority and time drive approach, incl. risk management and development of KPI's

Ensure Service Management processes are fit for purpose, ensuring efficient and effective driven approach and continues service improvement in IT service delivery

Design and deliver disaster recovery processes, documentation and manage DR plan, including DR tests to meet business requirements and IT obligations in managing follow up actions and improvements

Responsible for ITIL Service Management toolset to ensure ROI and drive continuous improvements through automation and analytics

Ensure that CAB is effective and efficient

Ensure fit for purpose Release Management processes and procedures, liaising with all stakeholders in timely communications and the management of risks and issues

Ensure appropriate risks and issues are escalated in swift manner to Head of Service Delivery

Adhere to Company Risk Management policy and procedures, including reporting of incidents or breaches.

Formal Education

Educated to Degree Level or holds relevant industry experience

ITIL Service Management V3 Expert -Essential

Project Management certification (Prince 2) - Desirable