ITIL Service Configuration Lead

3 weeks ago

manchester, United Kingdom Cognizant Full time
Job Description

Excellent Opportunity for ITIL Process Expert

Cognizant is seeking a highly skilled ITIL Service Configuration Lead to join our Cloud Infrastructure & Security services practice. As a key member of our team, you will be responsible for leading the execution of ITIL processes, ensuring seamless service delivery, and driving process improvement initiatives.

Key Responsibilities:

  • ITIL Process Leadership: Act as a single point of contact for the execution of ITIL processes, including incident management, problem management, change management, and service catalog management.
  • Service Goal Definition: Define and establish service goals, expected outcomes, and measurable results to ensure alignment with business objectives.
  • Process Improvement: Develop business cases to propose and implement additional ITSM processes and functions to further improve service delivery.
  • Stakeholder Management: Connect, update, and manage discussions with customers and other service providers/vendors for all in-scope infrastructure-related technical services.
  • Crisis Management: Act as a crisis manager during critical incidents, guide proactive problem management, and address critical issues to avoid change failures.
  • Process Adherence: Ensure process adherence, meeting quality norms of Cognizant and the customer.
  • Internal Audits: Drive internal audits and define service improvement programs based on external audit findings.
  • Process Metrics: Continually analyze and refine service portfolio metrics to help shape the future ITSM strategy.

Requirements:

  • ITIL Process Experience: Experience in ITIL processes, including incident management, problem management, change management, and service catalog management.
  • ITSM Process Expertise: Experience in ITSM processes and functions, as well as their supporting tools.
  • Leadership Skills: Proven leadership skills, with experience in managing discussions with customers and other service providers/vendors.
  • Crisis Management: Experience in crisis management, with the ability to act as a crisis manager during critical incidents.
  • Process Improvement: Experience in developing business cases to propose and implement additional ITSM processes and functions.

About Cognizant:

Cognizant is an equal opportunities employer, and we welcome all applications regardless of race, color, gender, ethnic origin, nationality, religion or beliefs, disability, age, sexual orientation, political opinions, or trade union membership. We offer a dynamic and inclusive work environment, with opportunities for career growth and development.

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