Service Delivery Expert

2 weeks ago

London, Greater London, United Kingdom Amber Labs Full time
Job Title: Service Delivery Expert

Amber Labs is seeking an experienced Service Delivery Expert to lead and manage the integration of service management functions during the merger of two manufacturing companies.

Key Responsibilities:
  • 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.
  • 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.
  • 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.
  • Lead the integration of service management tools and platforms, identifying and recommending opportunities to leverage automation and self-service capabilities.
  • Engage with senior leadership, department heads, and other stakeholders to communicate the service integration strategy, ensuring alignment with broader merger goals.
  • Foster collaboration between IT teams from both companies, ensuring all stakeholders are informed of key milestones, risks, and success metrics.
  • Lead, mentor, and develop the IT Service Management team, ensuring they are well-equipped to support the integration and post-merger operations.
  • 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.
  • Monitor service performance metrics post-merger and implement continuous improvement plans to ensure that service levels meet or exceed agreed-upon expectations.
Requirements:
  • 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.
  • 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.
  • 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.
What We Offer:

Amber Labs is a cutting-edge UK and European technology consultancy that prioritizes empowering autonomy, promoting experimentation, and facilitating rapid learning to provide exceptional value to our clients. Our company culture is centered around collaboration, where all colleagues, regardless of their role, work together to minimize risk and shorten delivery times. We offer a dynamic and supportive work environment, with opportunities for professional growth and development.

This role at Amber Labs is a FTC position, and all employees are required to meet the Baseline Personnel Security Standard (BPSS). Our Talent Acquisition Team will be in touch to advise you on the next steps.

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