Service Management Specialist

The Service Management Specialist is responsible for the implementation improvement and execution of the ITIL Management processes within a Managed Service environment. This includes operating the defined and agreed processes and managing the process improvement cycle.

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

Qualifications :

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

3 years 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

Ability to develop solutions with focus on customer needs

Excellent English communication skills (written and oral) with experience interacting with all levels of management both within Company and Customer organizations

Self-motivated and capable of identifying ones own activities as well as the solutions necessary to maintain and improve processes

Able to work both as part of a team and as an individual

Additional Information :

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

Ability to develop and maintain customer relationships and exceed expectations

Ability to anticipate future trends priorities and requirements

Interpersonal Skills:

• Articulate and a clear communicator
• Be a customer advocate
• Have the ability to converse technical terms and definitions to non technical personnel

Meticulous with excellent attention to detail.

Able to multitask and handle large amounts of complex information

Ability to work independently and take decisions where necessary

Successful delivery against commitments and deadlines

Promotes and supports standardisation and continuous improvement

At Telefónica Tech we believe inclusion is the bridge that empowers everyone to be their authentic selves. We celebrate and respect our differences because diversity drives innovation and makes us stronger.
 
Be yourself with us and feel that you belong. 

We welcome applicants from all backgrounds and identities regardless of age disability gender reassignment marital or civil partnership status pregnancy or maternity race religion or belief sex and sexual orientation. 
 
We are also committed to equity accessible hiring practices and creating an inclusive culture through many means including TogetHer (Womens network) and our Employee Resource Groups which include Diversity and Inclusion Telefónica Tech Pride Neurodiversity ELEVATE (African and Caribbean heritage network) and Sustainability.

 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 :

No

Employment Type :

Full-time