This role is within the IT Service Delivery area of our Clients Information Technology Department.
The position is based at our clients headquarters in Wimbledon, London, although from time to time there may be travel and a requirement to work at other locations (UK and overseas).
The main job purpose is to maintain and improve business aligned IT service delivery, through a constant cycle of agreeing, monitoring, reporting and reviewing service levels and through instigating actions to eradicate problems and unacceptable levels of service.

Duties & Responsibilities:

Strategy:

Develop, implement and manage a robust Service Level and Problem Management process aligned to ITIL good practice.
Continuously improve ‘business’ service levels in line with business processes, with a Service Improvement Programme (SIP).

Operational:

Negotiate and manage service requirements and expected service performance with business stakeholders (customers).
Measure and report on ‘business’ service levels actually achieved against target.
Proactively manage the resolution of service related problems.
Provide management information about Problem Management, including trend analysis.
Negotiate and manage underpinning contracts (Operating Level Agreements) with internal and external (i.e. 3rd party) service providers.

People Management and People Development:

Create and manage Service Level and Problem Management awareness training for IT personnel, contractors and approved system users.
Mentor and encourage the development of improved Service Support and Service Delivery processes within IT and other business departments.

Financial Responsibilities:

Assist in the management and reduction of overall service costs.
Identify the actual cost of services and their provision.
Provide accurate and vital financial information to assist in decision making.
Provide better cost information and control of external contracts and suppliers.
Make business stakeholders aware of what services actually cost, if appropriate.
Provide measurements of Value for Money, and provide incentives to produce quality services aligned to business needs.

Additional:

The above is a profile of the role’s main accountabilities, but it is not an exhaustive list.
You may be asked to perform additional duties in line with your role and position.

Performance Measures:

Structured management of business SLAs, including reporting and continuous improvement process.
Structured management of OLAs and underpinning contracts with internal and external (3rd party) service providers.
Improved IT services – incident volume reduction as a result of addressing key underlying problems.

Improvements:

Improved IT service delivery and therefore business stakeholder (customer) satisfaction. Improved Service Desk first-fix rate.
Incident volume reduction.

Qualifications/Skills:

Strong commitment to operational standards in a service delivery environment.
Advanced knowledge and experience of the principles of service delivery in an operational mode.
A broad understanding of complex technical and business issues.
Foundation Certificate in IT Service Management-ITIL.
Excellent written and verbal communication skills; interpersonal and collaborative skills; and the ability to communicate effectively to technical and non-technical audiences.
High degree of initiative, dependability and ability to work with little supervision.

Technical Competencies:

Proficient knowledge of ICT infrastructure and services.

Desirable criteria:

Knowledge of techniques associated with planning, and monitoring progress of projects, and competency in IT-based project management tools (e.g. MS Project and Visio).
Manager's Certificate in I.T Service Management-ITIL.