IT Service Management Strategist
1 month ago
Job Title: IT Service Management Strategist
Description:
We are seeking an experienced ITSM Consultant to lead the design and implementation of Service Level Management and Measurement and Reporting practices for a prestigious client. This role involves establishing Service Level Agreements (SLAs) aligned with business services, underpinning agreements, and Experience Level Agreements (XLAs) to enhance the overall IT service experience.
Your Responsibilities:
- Define and communicate the overall mission of the practice, including its roadmap, goals, and objectives to all stakeholders.
- Align, document, and maintain policies, processes, and procedures, ensuring regular reviews are conducted.
- Resolve any cross-functional issues that may arise.
- Lead the creation and agreement of all SLAs, XLAs, Key Performance Indicators (KPIs), and Critical Success Factors (CSFs) for all practices.
- Coordinate design and build activities within a multivendor environment.
- Support the RFP and contracting processes related to all Underpinning Contracts (UCs) and Operational Level Agreements (OLAs).
- Apply organisational design principles to Service Level Management and Measurement and Reporting.
- Assist in identifying Service Owners to lead and manage SLAs.
- Ensure consistent service delivery across the organisation, integrating with other processes, systems, teams, and roles.
- Establish a Measurement and Reporting Model for all Digital & Technology (D&T) that provides a clear overview of reporting across the IT enterprise.
- Create and operate a Governance Model for Service Level Management.
- Implement monitoring, measurement, and reporting systems for practice performance, presenting insights to senior management.
- Foster a culture of continual improvement within Service Level Management and Measurement and Reporting.
What You'll Need To Succeed:
- Strong understanding of ITIL Best Practices (V3 / ITIL4). Minimum ITIL Foundation certification.
- Proven leadership experience in defining/strategising, designing, and establishing a Service Level Management and Measurement and Reporting Practice.
- In-depth knowledge of the role of Service Level Management and Measurement and Reporting within enterprise environments.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse stakeholders at various levels.
- Experience in dynamic operational settings with evolving timelines and requirements.
- Familiarity with enterprise Service Management solutions, Customer Satisfaction (CSAT) and User Experience (UX) solutions, and Reporting and Analytic Tools.
- Experience with BMC Helix and ITSM Toolsets/Ticketing Systems.
Benefits:
- Estimated salary: £60,000 - £80,000 per annum depending on experience.
- Initial 6 months contract with the opportunity for extension.
- Competitive daily rate outside IR35.
- Hybrid working available.
About Us:
Hays EA is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers.
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