Reporting to the Service Operations Manager and a part of a team of ITIL Service Managers, the successful candidate will ensure that the highest level of service is delivered to OryxAlign clients and internal stakeholders.
The main role will be to define, implement and operate the ITIL process across the business and ensure that key processes are embedded and functionally operable to deliver service stability, reporting, continuous improvement and a culture of service excellence.
The ideal candidate will be experienced in operating in a highly governed environment and able to lead, and as a team demonstrate competency in multiple ITIL functional processes including Incident Management, Major Incident Management, Problem Management, Change Enablement, Service Level Management, Release Management, Service Design and Service Reporting.
Key duties & responsibilities
Initially the role will focus upon the design, documentation, configuration and introduction of ITIL processes across the OryxAlign business, focusing upon functional requirements, process integration and configuration of tooling to introduce measurable process, governance and insightful reporting
Planning and delivering business wide process launches and awareness campaigns recognising stakeholders with differing levels of interactions in process and outputs
Owning and delivering ongoing management and governance of processes to assure adherence, effectiveness and accuracy of output
Designing the process measures and method of capture and reporting to inform management and stakeholders on business performance, service availability and stability, operational effectiveness and continual service improvement
Execution of the process’s in line with demand including:
Incident Management, monitoring queues and alerts to ensure that tickets and events are responded to and addressed in accordance with Service Levels
Major Incident Management (24×7), ensuring that management is applied in a consistent fashion to restore services through swift identification of the activities required and managing the capture of information and communication of status updates, timely escalation and vendor management
Problem management, analyse service consumption and issues to define the impact, root cause, and mitigation required and qualify the case for remediation, measuring ongoing benefits
Change enablement, managing the capture, documentation, approval, scheduling and status of changes and scheduled events both internally and within client and vendor delivery Conducting CAB meetings, ensuring change activities are captured and documented accurately to allow changes to be reviewed and approved, ensuring change status is reported and forward schedule of changes is published. Produce reporting and analysis of change volumes and quality, failed changes, opportunities to classify standard change and repeatable activity
Release management, planning and scheduling the rollout of IT Services, updates and releases to production environments, ensuring that releases are tested in line with agreed criteria, fit for purpose and that release plans and activities are communicated, reviewed and approved with appropriate post implementation testing and integration with existing tooling and processes in place
Risk and Issue management, defining the process , ongoing capture and management of risks and issues pertaining to the managed services function, ensuring that R&I are accurately captured, categorized, communicated and tracked to an agreed. Chairing regular formal meetings to track progress and escalate items required
Technical skills and experience
The successful candidate having experience in implementing and operating ITIL methodology in a MSP providing digital workplace transformation would be advantageous. Flexibility, common sense and initiative will be required to ensure that services are managed and delivered to the highest possible standards with constant focus upon Service Excellence.
Additional skills and experience include:
ITIL V3 and or V4 foundation is essential, practitioner is preferred, must have experience implementing ITIL methodology and a full understanding of the Service Lifecycle
Proven ability to implement process across an organisation and to promote and measure adoption
Must be able to work as part of a team in a fast paced, maturing and growing organisation
Excellent communication skills both written and verbal, able to engage at all levels and promote the Service Management Function
Outcomes driven approach to service delivery with an understanding of service assurance driven by attainment of defined metrics
Able to produce and maintain documentation to a high standard with strong version control and regular cadence of quality assurance
Delivery of exceptional client experience and customer service
Experience within a Managed Services Provider is preferred.