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Service Delivery Expert

2 months ago

Nottingham, Nottingham, United Kingdom Marmion Full time
About the Role

We are seeking a highly skilled Service Delivery Expert to join our team at Marmion. As a key member of our organization, you will play a crucial role in supporting the ongoing developments and enhancements to our operational processes and platforms.

Key Responsibilities
  • Collaborate with internal stakeholders to define and prioritize system enhancements and requirements.
  • Support Product Owners on the development of enhancement roadmaps and management of Product backlogs.
  • Act as a bridge between technical and non-technical internal departments, translating business requirements into technical terms for the appropriate teams to action.
  • Ensure the system can support/deliver efficient operational processes and excellent customer experiences.
  • Identify opportunities for system changes and solutions, assess the impact and associated risks for the business.
  • Support the testing and transition of new system functionalities and processes into the business to maximise adoption and success.
  • Support change management within the business and operational teams, helping to resolve issues and communicate progress of system and process changes.
  • Assist with the development and implementation of ITIL aligned operational processes and best practices within the Service teams.
  • Ensure that system workflows can deliver compelling customer experiences.
Requirements
  • 2+ years' experience in a similar role is essential.
  • Previous working experience in either CRM, ERP or ITSM including key features and associated business processes.
  • Knowledge of ServiceNow is beneficial.
  • Previous experience in an IT Managed Service Provider (MSP), or VAR, or similar is highly desired.
  • Knowledge and experience of Agile system development methodologies.
  • Understanding of ITIL aligned Service Management processes, and how ITSM platforms can support the effective delivery of these.
  • Professionally strategic, collaborative, and influential approach to work.
  • Commercially astute with the ability to identify and prioritise revenue generating opportunities.
  • UK resident with unrestricted right to work in the UK.