Description
Role:
To provide Operational Service Management lead and discipline within a large established complex client environment including the incorporation of a number of new National Service Programmes that are scheduled for delivery in the coming months
Key Responsibilities include:
- Operational Service Management
- Lead and Champion Operational Service Management adherence and compliance
- Assist and Support Programmes with new deliveries into the Service estate
- Identify gaps and areas for improvement
- Analysis
- Analyse, interpret and clarify complex performance data into easily understandable standard approaches
- Lead impact assessments to accurately inform the senior decision making processes
- Trend Analysis
- Identify and highlight anomalies and/or conflicting information
- Relationship Management
- Develop and maintain effective working relationships with all key stakeholders
- Translate complex Service based information into various forms to suit a range of audiences
- Facilitate and/or Lead various Service Management based meetings and drive other pro-active engagements eg Change Boards, Supplier Meetings etc.
- Performance Management
- Ensure that end to end functions, processes, measurement and quality assurance are in place with all service providers to support the achievement of service performance targets.
- Co-ordination of activities to develop, implement, and support Continual Service Improvement Plans.
- Reporting
- Production of accurate and timely reporting on the performance of process areas for suppliers and end users.
- Translate performance into formal reports for SLA and associated KPIs aligned to contractual standards, for example to enable accurate definition of penalty payments as part of a compensation regime
- Report to and integrate with the over-arching Service Management governance functions
Key Skills and Experience required:
- Experienced Service Management professional with a broad background at an operational level.
- In particular experience in at least some the following areas will be a mandatory requirement:-
- Incident Management and Major Incident Management
- Problem Management
- Change Management
- Release Management
- Service Asset & Configuration Management
- Capacity Management
- IT Service Continuity Management
- Service Level Management
- Experience in producing MI Reporting (ideally management reporting, KPI & SLA Tracking
- Active utilisation of ITSM Toolsets plus experience of working within a well disciplined approach and environment
- Proven influential skills with an excellent customer focus
- Ability to form close and effective working relationships with customers, technical teams, sub-contractors and suppliers
- Excellent verbal and written communications skills
- Ability to work effectively under pressure
- Ability to recognise and manage to business priorities.
- Production/development of Customer Service Documentation
- A tenacious problem solver with hands on leadership style with the ability to co-ordinate and motivate a diverse virtual team
- A self-motivated team player with excellent interpersonal skills, who is also confident to work under their own initiative
- Experience of Business Analysis and Project Management Processes are desirable
- Passionate about quality and success
Other specifications:
- ITIL v3 Foundation (Practitioner/Expert Level desirable)
- Practical Experience of ITSM toolsets
- Experience of the Cherwell Service Management toolset would be advantageous