Position: Expert IT Service Manager (Support/Help Desk)
Company: Unicsoft
Experience required: 5y
English level: upper

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.

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Requirements
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