IT Service Management Specialist

3 weeks ago

Bath, Bath and North East Somerset, United Kingdom Rotork Full time
Job Overview

We are seeking an experienced IT Service Management Specialist to oversee our IT operations and ensure the effective management of incidents and problems within our global organization.

Key Responsibilities

Major Incident Management:

  • Oversee the Global IT Major Incident Management (MIM) Cover Rota and serve as the lead Major Incident Manager during core service hours.
  • Guarantee the resolution of IT major incidents worldwide in alignment with established service level targets and ensure completion of remedial actions.
  • Develop and maintain comprehensive documentation for IT major incident management, including policies, processes, procedures, work instructions, quality standards, and training materials.
  • Conduct regular assessments of IT major incident records to ensure compliance with defined quality standards.
  • Identify and implement enhancements to the IT incident management processes.
  • Generate periodic management information/status reports, metrics, and key performance indicators as necessary.

Problem Management:

  • Ensure timely resolution of IT problems in accordance with established service level targets.
  • Produce and maintain documentation for IT problem management, including policies, processes, procedures, work instructions, quality standards, and training materials.
  • Regularly review IT problem records to ensure adherence to quality standards.
  • Define and implement improvements to the IT problem management processes.
  • Provide regular problem/status reports, metrics, and key performance indicators as required.

Incident Management - All Priorities:

  • Ensure that incidents of all priorities are resolved in accordance with defined service level targets.
  • Maintain documentation for IT incident management, including policies, processes, procedures, work instructions, quality standards, and training materials.
  • Conduct regular reviews of IT incident records to ensure compliance with quality standards.
  • Implement agreed-upon improvements to the IT incident management processes.
  • Generate regular incident status reports, metrics, and key performance indicators as necessary.
IT Service Management Ecosystem
  • Collaborate with the IT Change Manager to ensure alignment between incident, major incident, and problem management processes with the change management process.
  • Work closely with IT Service Delivery staff and the broader IT Department to identify and implement enhancements to incident, major incident, and problem management processes.
Qualifications

Required Experience and Qualifications:

  • Extensive experience in the role of Major Incident & Problem Manager within a global 24/7/365 organization with a minimum of 4000 IT users across various time zones.
  • Demonstrated ability to provide exceptional customer service in accordance with service level agreements and manage key customer relationships effectively.
  • Experience in producing and maintaining IT Service Management documentation covering incident, major incident, and problem management.
  • ITIL V3/V4 certification at Practitioner, Manager, or Expert level with a solid understanding of all core ITIL processes.
  • Experience with ServiceNow for managing major incidents and problems is highly desirable.
Company Values

At Rotork, we expect all team members to embody our organizational values:

  • Stronger Together: We prioritize people, collaborate, and support each other to achieve success as one team.
  • Always Innovating: We are committed to continuous improvement and finding smarter ways to excel.
  • Trusted Partner: We focus on quality and service, putting our customers at the heart of our operations.

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