Lead Service Manager - Service Design and Offerings - 6 months, OUTSIDE IR35
A fast paced, multi channel and customer centric business undergoing huge transformation are currently looking to recruit a Lead Service Manager to develop and maintain the most appropriate Service Level Management (SLM) structure for the service, and promote this structure within the organisation, getting buy-in from key
stakeholders. Youll need to:
Establish a Service Review process, planning, organising and chairing regular review
Build and maintain a service catalogue, which documents SLA's and provides a view of E2E
Ensure early engagement in the Process to understand the SLM requirements for proposed
new services and changes
Own the day to day service operations relationship with partners / suppliers in your area
Monitor major service failures, contributing to diagnosis and recovery
Conduct post incident reviews and root cause investigations
Act as a point of reference for information regarding services, support processes, and
The appointed contractor will be a champion of service management and associated processes and procedures within Digital, building and operating within ITIL frameworks. You'll produce and Manage Service Descriptions on behalf of teams across Digital Services & participate in cost modelling and new business governance. You'll take a lead role in the design of IT Service Management services, service architecture and service operation and produce Service Models to support Operational teams in the delivery of IT services.
You should be able to demonstrate:
Service Design/ Service Architecture experience.
Service Implementation background.
Knowledge of ITIL.
Service Management Tool Design & Specification experience
In-depth Problem Solving skills.
Design & Innovation.
Please apply with an up to date CV