Service Management Specialist
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Job Summary
The Role:
This role is well suited to the experienced IT professional who would relish to chance to operate both as part of a team of fellow professionals but also with the drive and initiative to work with autonomy.
Key Responsibilities:
- Responsible for the deployment of the processes. Evaluates performance metrics against the defined critical success factors and institutes actions to correct shortcomings or further streamline the process as necessary
- Responsible for the execution of the process controls ensuring that internal support groups vendors suppliers customers comply with process and data standards.
- Coordinate and collaborate process delivery involving internal support groups vendors suppliers customers and manage any roadblocks
- Interfaces with other processes and/or business functions to ensure they are able to leverage the benefits provided by the ITIL processes
- Manages and leverages existing toolset functionality to support the effective and efficient delivery of the Processes Ensure that KPIs are reported and their targets met
- Coordination with suppliers contractors 3rd parties etc.
- Identifies opportunities and submits proposals for improvement with respect to tools staff training process procedures and work instructions
- Please note that this job description is subject to ongoing review as new demands and best working practises are considered agreed and implemented
Skills & Experience:
- Operational ownership of one of at least one of the following processes:
- Configuration and Asset Management
- Software Asset Management
- Incident Management
- Request Management
- Knowledge Management
- Problem Management
- Change and Release Management
- ITIL Operational experience and a strong knowledge of ITIL v3 and ISO 20000
- A track record of operating and managing within an IT Service Management environment
- Good level of technical understanding
- Track record for delivering demand reduction and shift left mentality
- Successful track record of achieving performance and delivery targets
Experience (desirable):
- Exposure to ServiceNow including working with development team members to implement tool enhancements in the promotion of service improvement and bug fixing
- ITIL Intermediate / Practitioner certified
Qualifications :
Additional Information :
We dont believe hiring is a tick box exercise so if you feel that you dont match the job description 100% but would still be a great fit for role please get in touch.
Remote Work :
Yes
Employment Type :
Full-time
Key Skills
- General Insurance
- Corporate Sales
- Cost Estimation
- Benefits & Compensation
- Heavy Equipment
- AC Maintenance
About Company
Security Architect - Belfast Telefónica Tech (part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities. We serve more than 5.5m customers every day in over 175 countr ... View more
