ITIL & Service Management Expert

3 weeks ago

London, United Kingdom Amber Labs Full time

ITIL & Service Management Expert

Please note that this is a Fulltime salary based FTC for 6 months

The Company:

At Amber Labs, we are a cutting-edge UK and European technology consultancy that prioritises empowering autonomy, promoting experimentation, and facilitating rapid learning to provide exceptional value to our clients. Our company culture is centred around collaboration, where all colleagues, regardless of their role, work together to minimise risk and shorten delivery times. Our team consists of highly-skilled cross-functional consultants, analysts, and support staff.

Overview:

We are looking for an experienced ITIL & Service Management Expert to lead and manage the integration of the service management functions during the merger of two manufacturing companies. This critical role will focus on ensuring a smooth transition by aligning IT service management processes, tools, and teams, with an emphasis on efficiency, consistency, and customer satisfaction.

Key Responsibilities:

Service Management Leadership:

  • Lead the development and integration of IT service management strategies between the two merging companies.
  • Ensure service management processes are aligned with ITIL best practices, with a focus on improving operational efficiency and minimizing service disruption.
  • Provide strategic direction for the unified IT Service Management (ITSM) team, aligning goals with organizational objectives.

Merger & Transition Planning:

  • Collaborate with leadership from both companies to define the roadmap for IT service integration and establish key milestones.
  • Identify service gaps, redundancies, and opportunities for optimization across both organizations.
  • Ensure seamless integration of IT service desks, incident, change, and problem management processes.

Process Standardization:

  • Establish standardized ITIL-compliant service management processes across both companies, including Incident Management, Change Management, Problem Management, Service Request, and Configuration Management.
  • Work closely with stakeholders to assess and redesign processes to streamline service delivery post-merger.

Tool Consolidation & Implementation:

  • Lead the integration of service management tools and platforms (e.g., ServiceNow, BMC Remedy, etc.), ensuring all tools are aligned and optimized for use post-merger.
  • Identify and recommend opportunities to leverage automation and self-service capabilities.

Stakeholder Management:

  • Engage with senior leadership, department heads, and other stakeholders to communicate the service integration strategy, ensuring alignment with broader merger goals.
  • Facilitate change management efforts to foster collaboration between IT teams from both companies.
  • Ensure all stakeholders are informed of key milestones, risks, and success metrics.

Team Leadership & Development:

  • Lead, mentor, and develop the IT Service Management team, ensuring they are well-equipped to support the integration and post-merger operations.
  • Foster a collaborative and results-oriented culture across the team, empowering members to contribute to continuous improvement efforts.

Risk Management & Compliance:

  • Develop and maintain a risk management strategy to address potential service-related issues that may arise during the merger.
  • Ensure compliance with industry regulations, company policies, and IT security standards throughout the transition process.

Performance & Continuous Improvement:

  • Monitor service performance metrics post-merger and implement continuous improvement plans to ensure that service levels meet or exceed agreed-upon expectations.
  • Drive a culture of operational excellence by implementing lessons learned from merger activities into ongoing service delivery operations.

Qualifications:

  • Education: Bachelor’s degree in IT, Computer Science, or a related field (Master’s preferred).
  • Certifications: ITIL v3 or ITIL 4 Expert Certification (or higher). Additional certifications in project management (e.g., PMP, PRINCE2) are a plus.

Experience:

  • Proven experience in leading ITIL-based service management functions, ideally within a merger, acquisition, or large-scale transformation project.
  • Strong background in manufacturing industry IT service management is highly desirable.
  • Experience with ITSM tools like ServiceNow, BMC Remedy, or similar platforms.
  • Skills:
  • Exceptional leadership and team management skills, with a focus on mentoring and developing high-performing teams.
  • Strong understanding of service management processes and tools, with hands-on experience in process optimization and integration.
  • Ability to manage multiple projects and priorities, delivering results in a fast-paced environment.
  • Excellent communication and stakeholder management skills, with a proven ability to influence at all levels of the organization.
  • Strong problem-solving and analytical skills with a data-driven approach to decision-making.

Preferred Competencies:

  • Change management experience with a focus on cultural integration.
  • Ability to work under pressure and within tight deadlines.
  • Experience managing vendor relationships and third-party service providers.

This role at Amber Labs is a FTC position, and all employees are required to meet the Baseline Personnel Security Standard (BPSS). Please be advised that, at this time, we are unable to consider candidates who require sponsorship or hold a visa of any type.

What Happens Next?

Our Talent Acquisition Team will be in touch to advise you on the next steps. We have a two-stage interview process for most of our consultants. In certain cases, we may include a third and final stage, which is a conversation with the company Partners. This will only be considered if deemed necessary.

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