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IT Service Management Expert

2 months ago

London, Greater London, United Kingdom Amber Labs Full time
Job Description

Job Title: IT Service Management Expert

Job Type: Full-time

Duration: 6 months

Company: Amber Labs

Location: UK and Europe

About Us: Amber Labs is a cutting-edge 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 work together to minimize risk and shorten delivery times.

Job Summary

We are seeking an experienced ITIL & Service Management Expert to lead and manage the integration of service management functions during the merger of two manufacturing companies. This critical role will focus on ensuring a smooth transition by aligning IT service management processes, tools, and teams, with an emphasis on efficiency, consistency, and customer satisfaction.

Key Responsibilities
  • Service Management Leadership: 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.
  • Merger & Transition Planning: 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.
  • Tool Consolidation & Implementation: Lead the integration of service management tools and platforms, identify and recommend opportunities to leverage automation and self-service capabilities.
  • Stakeholder Management: Engage with senior leadership, department heads, and other stakeholders to communicate the service integration strategy, ensuring alignment with broader merger goals.
  • Team Management: Lead, mentor, and develop the IT Service Management team, ensuring they are well-equipped to support the integration and post-merger operations.
  • Risk Management & Compliance: Develop and maintain a risk management strategy to address potential service-related issues that may arise during the merger.
  • Performance & Continuous Improvement: Monitor service performance metrics post-merger and implement continuous improvement plans to ensure that service levels meet or exceed agreed-upon expectations.
Requirements
  • Education: 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.
  • Experience: Proven experience in leading ITIL-based service management functions, ideally within a merger, acquisition, or large-scale transformation project.
  • Skills: Strong background in manufacturing industry IT service management is highly desirable. Experience with ITSM tools like ServiceNow, BMC Remedy, or similar platforms.
What We Offer

Amber Labs is a dynamic and innovative company that offers a unique opportunity to work with a cutting-edge technology consultancy. We prioritize empowering autonomy, promoting experimentation, and facilitating rapid learning to provide exceptional value to our clients.