Position: Service Manager
Company: Ciklum International
Experience required: 5y
English level: upper

Ciklum is looking for a Service Manager to join our team full-time in Ukraine.

We are a leading global product engineering and digital services company that unites 4000+ seasoned professionals globally on various projects in healthcare, fintech, travel, sportswear, entertainment, and security. Ciklum delivers high-impact technology solutions to Fortune 500 and fast-growing organizations worldwide. 

About the role:
As a Service Manager, become a part of a cross-functional development team working for our Client. 

Champion the ITIL control processes for Problem, Change, Release, and Configuration Management, delivering successful outcomes that enable them to achieve its corporate and operational objectives, ensuring IT governance and controls are effective. The IT Service Manager will report to the Head of Engineering.

This role will focus on:
Assessing the performance and adherence to company ITSM best practices
Assessment of how ITSM reporting can be improved and streamlined in a landscape with both ServiceNow and Jira Service Desk being used for ITSM
Drive a backlog of opportunities for improvement across IT Service Management 
Supporting any changes through effective communication and coordination at all levels of the organisation
The IT Service Manager will be responsible for delivering and managing the service delivery improvement plan, and managing risks and issues

Responsibilities:
Rollout and the overall management of end-to-end ITIL Service Management best practice policies, processes, and procedures to enhance the control and maturity of IT Service Delivery
Responsible for the overall transition of new or changed services into BAU
Design, deliver and manage the Service Introduction, Design & Transition processes, and overall governance, ensuring these are communicated and followed throughout the IT function and the business
Lead Service Reviews with business stakeholders and key suppliers
Create & manage the service delivery service improvement plan, managing priorities, risks, and issues to deliver the target operating model within the agreed timeline working with the Head of Service Delivery
Design and support the Problem Management processes by ensuring that the root cause analysis is conducted, delivering actions to a conclusion in a priority and time drive approach, incl. risk management and development of KPIs
Ensure Service Management processes are fit for purpose, ensuring efficient and effective driven approach and continue service improvement in IT service delivery
Responsible for ITIL Service Management toolset to ensure ROI and drive continuous improvements through automation and analytics
Ensure that CAB is effective and efficient
Ensure appropriate risks and issues are escalated in a swift manner to the Head of Service Delivery
Adhere to Company Risk Management policy and procedures, including reporting of incidents or breaches
Formal Education
Educated to Degree Level or holds relevant industry experience
ITIL Service Management V3 Expert – Desirable
Project Management certification (Prince 2) – Desirable

Requirements:
A strong background leading an ITIL Service Management capability with a minimum of 10 Service Management experience
Implementation of end-to-end ITIL Service Management framework
An In-depth understanding of Service Design & Transition, Major Incident Management, Problem, Change & Release Management, Disaster Recovery & Continuous Service Improvement Management
Background from ITIL Service Management
ServiceNow & Jira Service Desk
Excellent communication skills – collaborative approach.
Able to apply judgement to decision-making and prepared to make tough decisions
Excellent negotiation and relationship management skills. Ability to establish strong working relationships with business and other stakeholders
Excellent understanding of project & service management delivery methodology, frameworks, and best practice
Passionate about continuous service improvement and delivering results

What's in it for you:
Care: your mental and physical health is our priority. We ensure comprehensive company-paid medical insurance, Mental Health programs, as well as financial and legal consultations
Tailored education path: boost your skills and knowledge with our regular internal events (meetups, conferences, workshops), Udemy licence, language courses and company-paid certifications
Growth environment: share your experience and level up your expertise with a community of skilled professionals, locally and globally
Flexibility: choose how you want to work – a 100% remote or on-site in our offices. Own your schedule – you are the one to decide when to start your working day. Just dont miss your regular team stand-up
Opportunities: we value our specialists and always find the best options for them. Our Internal Mobility Program helps change a project if needed to help you grow, excel professionally and fulfill your potential
Global impact: work on large-scale projects that redefine industries with international and fast-growing clients
Welcoming environment: feel empowered with a friendly team, open-door policy, informal atmosphere within the company and regular team-building events