Service Management Practitioner

3 months ago

Cardiff, United Kingdom Creditsafe Full time

We are currently looking for a Service Management Practitioner, to join the Service Delivery team in the Cardiff Bay.

We work on a hybrid working model with 50% of the week attending the office.

WHO ARE WE?

Privately owned and independently-minded, Creditsafe operates with the singular vision of powering business decisions. We do this by delivering valuable intelligence on customers, suppliers and potential buyers to corporates, public sector organisations and SMEs globally.

Our journey began in 1997 in Oslo, Norway in 1997, with a revolutionary dream to make business information accessible to all. Twenty-five years later, we’ve not only realised this dream, changed the market for the better, made data intelligence accessible to all businesses big and small but most importantly, opened up new avenues of data intelligence for businesses with machine learning, AI and connected data.

From risk management through to opportunity identification, our industry-leading solutions, power decisions for companies by turning their data into actionable insights that help them become stronger, grow faster and thrive.

THE TEAM

Service Management sits within Creditsafe’s Production Engineering Directorate and provides Service Desk and Deskside support, Change and Transition Management as well as Service Level and Problem and Incident Management capabilities to Creditsafe’s staff and customers. This directorate also includes Service Reliability Engineering, Platform Engineering, Database Engineering and Cloud Infrastructure Architecture functions.

JOB PROFILE

Service Management sits within Creditsafe’s Production Engineering Directorate. This directorate also includes Service Reliability Engineering, Platform Engineering, Database Engineering and Cloud Infrastructure Architecture functions.

This role will support several Service Management processes with the management of day-to-day services, business engagement and supplier management to ensure services meet the expected standards of both internal and external customers.

In addition, the Service Management Practitioner is involved in developing and implementing strategy and tactical improvements to services. They help to foster a culture of ownership and accountability, as well as championing quality and efficient ways of working.

KEY DUTIES AND RESPONSIBILITIES
- Support Service Management team members in the operation of the department and their respective teams and processes, with a specific focus on Service Transition and Change Management. ]#
- Demonstrate problem solving and critical thinking capabilities in the delivery of your role, setting a good example for those around you.
- Develop strong relationships with stakeholders and a communications network that will enable you to navigate exceptional situations and practice “radical candor” with colleagues, helping them to develop their skills and behaviour.
- Challenge conventional ideas and ways of working - influence and win hearts and minds to bring about positive change utilising automation and self-service wherever possible.
- Help to shape Technology strategy items based on customer feedback and Creditsafe’s core values.
- Recognise, recommend, and where agreed, implement improvements to processes and procedures, ensuring that the efficiency, effectiveness, and compliance is maintained. Encourage and consider ideas and suggestions from team members that help achieve strategic aims.
- Maintain good knowledge and understanding of all relevant policies and procedures relevant to the role, helping to ensure compliance with voluntary, legislative, and regulatory requirements.
- Develop and maintain good knowledge of Creditsafe’s products and services, understanding how and why our products are used and provide value as well as how they are designed and operated.
- Regularly review and evaluate management information to maximise the performance of the various Service Management teams.

The responsibilities detailed above are not exhaustive and you may be requested to take on additional responsibilities deemed as reasonable by their direct line manager.

SKILLS AND QUALIFICATIONS
- Proven experience delivering Service Management processes
- AWS Cloud Practitioner or Tech Essentials
- Azure Fundamentals
- Lean Six Sigma Green Belt
- Experience, knowledge, skills and personal characteristics
- Experience of managing service management processes, functions, and capabilities such as:
- Change Management and Service Transition
- Asset and Configuration Management
- Service Level Management
- Capacity/demand management
- Service Desk, Request Fulfilment, Incident and Problem Management
- The ability to effectively develop and manage strong working relationships
- Highly developed communication skills - communicating effectively and in a timely manner using appropriate communication tools and techniques
- Creativity / Innovation - Develop new and unique ways to improve operations of the organization

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