Description
ITIL Service Improvement Manager is urgently required by our IT Services Client for an initial 6-month rolling contract to be based in Amsterdam.
Working in a Portfolio environment, the successful ITIL Service Improvement Manager will ensure that our client's project, change and identity management Service Design & Service Management processes meets their requirements, both contractually and operationally.
Day to day responsibilities
- Analyse and evaluate business requirements and current processes and interfaces to identify gaps and areas for improvement.
- Provide input for the design of the organizations overall process structure, including creating a process hierarchy that streamlines IT processes and eliminates redundancy.
- Collect requirements in order to define current processes. Develop well defined processes, policies and procedures with clearly documented accountability to increase efficiency of processes. Define current/future state process structure.
- Develop process requirements and recommendations for assigned areas/processes.
- Ensure requirements meet the needs of the business and benefits from improvements will support the cost. Identify areas of improvement for assigned processes/areas of business.
- Develop recommendations for process improvement, including gap, cost vs. benefit analysis, risks/issues, priority.
- Document current processes using process mapping tools and techniques.
- Develop transition plans for new or changed processes taking into account organizational, cultural and operational requirements.
- Support change management activities.
- Communicate change to appropriate stakeholders.
- Develop templates and tools to implement the process improvement plan for assigned processes/business area. Manage change/improvement solution implementation to specific criteria (eg, time and budget). Provide monthly metric reports for assigned processes/business areas.
- Analyse variances and develop recommendations for remedial actions. Continually evaluate the performance of the processes to determine if the processes add value and provide effective, efficient and successful delivery of projects.
- Identify and develop recommendations for ways to reuse process information to support other key business activities (eg, business continuity, controls self-assessment, training and knowledge development, etc.). Develop and conduct training for IT staff and clients to ensure understanding and compliance of IT Service Management framework processes, policies, procedures and expected outcomes.
- Work with functional teams to integrate processes and procedures utilizing best practices and framework. Research and review industry best practices and incorporate information into the process analysis
Required experience
ITIL Qualified
- In-depth knowledge of Information Technology Infrastructure Library (ITIL) processes and methodologies.
- Experience in improvising service frameworks for business-cases and processes for In Life Solutions
- Ability to provide technical or business guidance to clients, both internal and external.
ITHR Group is acting as an Employment Business in relation to this vacancy. ITHR Group is an Equal Opportunities employer; we welcome applicants from all backgrounds.