Service Management Specialist

3 weeks ago

London, Greater London, United Kingdom Slaughter and May Full time
Position Overview

ROLE SUMMARY //

We are seeking a skilled Service Management Specialist to become a part of our Technology Division on a Fixed-Term Contract.

The ideal candidate will possess a comprehensive knowledge of ITIL V3 and V4 and have experience in a Service Management role within a professional services context, particularly focused on Incident and Problem Management.

We welcome applications from individuals with a background in legal or other professional service sectors.

PRIMARY DUTIES //

The primary duties associated with this position are outlined below, with the possibility of additional responsibilities. Flexibility to work outside standard hours may be required.

  • Oversee and coordinate significant incidents and related issues.
  • Perform regular quality assessments on tickets to ensure that all incident and problem documentation is accurately managed by support teams (across Technology) with appropriate classifications, priorities, and summaries.
  • Facilitate weekly meetings focused on problem management to evaluate the status of ongoing issues and establish priorities for the upcoming week.
  • Develop and enhance ITIL Standards concerning Incident and Problem management.
  • Proactively manage the Incident and Problem management processes to minimize business disruption and initiate escalation procedures as necessary.
  • Act as the Major Incident Manager when required during critical and high-priority situations.
  • Generate and present Incident & Problem Reports within established timelines.
  • Collaborate closely with all Technology teams to ensure effective resolution of incident and problem records, adhering to the incident and problem management framework.
  • Work in partnership with the IT Service Operations team (including IT Service Desk and 2nd Line Support) to identify and implement enhancements for incident logging and trend analysis.
  • Contribute to the improvement of our current ITSM tools, ensuring they evolve to meet business needs.

CANDIDATE REQUIREMENTS //

Applicants for this role should possess:

  • ITILv4 Foundation Certification
  • Proven experience as a Problem Analyst utilizing the ITIL problem management framework.
  • Demonstrated experience as an Incident Analyst applying the ITIL incident management framework to effectively manage and coordinate major IT incidents.
  • Familiarity with ITIL Service Support and Delivery processes.
  • Experience in managing a Service Catalogue.
  • Prior experience in administering or configuring ITSM platforms (desirable but not mandatory)
  • Strong reporting and trend analysis capabilities.
  • Proactive approach with the ability to lead and manage both ad-hoc and virtual teams (including third-party suppliers and vendors) to resolve issues effectively.
  • Experience in utilizing various toolsets, expertise, and knowledge bases for investigations.
  • A common-sense approach to decision-making to achieve optimal outcomes for the Technology team and the business.
  • Exceptional interpersonal and presentation skills.
  • Outstanding verbal and written communication abilities.
  • Flexibility and adaptability in decision-making.
  • Proven ability to think ahead, prioritize, and organize resources effectively.
  • Capability to design and create processes that align with business needs, guided by existing procedures and guidelines.

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