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Service Management Delivery Coordinator

3 months ago

Erskine, United Kingdom GBA5 EntServ UK Limited Full time

Job Description:

The Change and Release Management is a major contributor to the Service Management mission by ensuring standard Change Management and Release Management processes are used across accounts, providing consistent quality of Change implementation and Release deployment, while meeting scheduled dates and SLAs with no business disruption due to Change implementation or Release deployment.

Job Responsibilities:

Individuals performing this role are accountable for managing releases through the lifecycle in compliance with the process. The Service Management organization is the primary organization that fulfills this role. The individual performing this role may also be performing the role of Approval Authority and is responsible for all decisions regarding the compliance of a request to the release management process.

Suitable candidates for this role must be able to achieve SC clearance and be able to commute to our Erskine site.

Daily Activities:

Accountable for analyzing request records to determine trends or apparent issues that occurred. Based on the analysis identify process improvement opportunities (continual service improvement). Governance for request through the release management lifecycle, including process compliance and assisting in the mitigation of conflicts or escalations associated with request. Review and approves release plans for the components they manage. Fulfills the Approval Authority Facilitator role, when required. Responsible for maintaining and communicating the release schedule. Responsible for participating in any change post implementation reviews associated with the release, when required. Reviews and closes completed releases or recommends the appropriate closure codes, when required. Ensure release plans and any associated release documentation are complete Obtain formal acceptance of release testing Liaise with Change Management to obtain approval for planned scope, plus deployment plans with their associated roll out schedules Represents Release Management activities in the Change Advisory Board Account Release Policy review and maintenance Produce, distribute and utilize reports Conforms with global process, procedures, policies and best practices

Education (degree) and professional experience required:

University Degree Relevant industry experience is considered an advantage Demonstrated operational outsourcing and service management experience, ability to provide high quality solutions in a short timeframe

Technical Skills:

ITIL expertise: ITIL 4 certification is considered an advantage Process Tool(s): understanding or knowledge of tools supporting the process, e.g. ServiceNow, Service Manager Process & Quality Management: the act of planning and monitoring the performance of a process Continuous Improvement: understand the methodology to continuously improve the processes by eliminating defects or identifying enhancements Data Analysis: transforming data to extracting information and draw conclusions Problem Resolution: ability to resolve escalation issues or problems Risk Management: identification and management or mitigation of risks General Project Management Business Analysis General Financial Management English Spoken and Written Skills: ability to communicate and make himself/herself understood verbally and in writing Business and Organizational knowledge Service Portfolio Knowledge MS Office

Soft Skills:

Communication: ability to effectively communicate thoughts and messages to others in various mediums (presentations, emails, etc.) Structure thinking: ability to work in a structured way Customer Focus: ability to put the customers’ needs first Diplomacy: ability to manage teams or people with tact Diversity: ability to understand and integrate diverse opinions