Service Delivery Strategist

14 hours ago


Cambridge, Cambridgeshire, United Kingdom La Fosse Full time

Job Summary

We are seeking a skilled Service Management Lead to propel and lead our ITSM team. This is a global ServiceNow environment requiring a modern leader focused on customer experience and CSI.

About the Role

You will be joining La Fosse as a Service Delivery Strategist. In this role, you will manage globally dispersed internal ITSM teams (10+ FTE) in an environment of 2000+ users. ServiceNow is advantageous, and we seek an innovative mindset towards ITSM.

Key Responsibilities

  • Develop and Implement Service Management Strategy: Align with business goals and drive excellence in service delivery.
  • Lead ITSM Team: Mentor, inspire, and foster a culture of continuous improvement.
  • Implement ITIL Best Practices: Drive evolution of processes and ensure high-quality IT services.
  • Oversee Incident, Problem, Change, and Major Incident Management.
  • Develop IT Service Catalogue: Ensure effective utilisation of processes, tools, and technologies.
  • Monitor and Report Service Management Performance: Identify opportunities for improvement and enhance service quality.
  • Innovative Initiatives: Develop and implement SLAs and KPIs that align with IT strategy.
  • Risk Management: Proactively manage risks in IT service delivery.
  • Primary Point of Contact: Build strong relationships across the organisation to ensure seamless service delivery.

Requirements

  • Proven Leader: Builder of impactful, high-performing teams.
  • Modern ITSM Leader: Focused on customer experience and not just 'SLAs'.
  • ITIL Expertise: Clear communicator, skilled negotiator, and trusted by stakeholders.
  • Problem-Solving Skills: Continuous improvement driven.
  • Relationship Building: Trusted inside and out.

Location and Salary

This 6-month minimum contract offers a salary of £650 per day, based in Cambridgeshire, with 2 days a week working remotely. The ideal candidate must have managed large-scale ITSM teams in a global environment.



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