Service Integration and ITSM Manager

Morgan Advanced Materials; United Kingdom; Remote; GBP 60,000 - 85,000; Full time

Job summary

A leading company in advanced materials seeks a Service Integration and ITSM Manager to oversee IT service delivery and enhance end-user experience. The role involves establishing service frameworks, managing vendor relationships, and ensuring operational efficiency. Candidates should have a strong background in IT service management and excellent communication skills.

Qualifications

• 5-10 years of experience in IT service management or related role.
• Relevant certifications in IT service management or ITIL preferred.
• Strong knowledge of IT service management principles.

Responsibilities

• Establish and manage the Service Integration and Operations framework.
• Monitor service performance and facilitate continuous improvement.
• Lead the Global Service Desk function as the first point of contact.

Skills

Communication

Problem-solving

Data analysis

Vendor management

Change management

Education

Bachelor's degree in Business or Information Technology

Tools

ITSM Tooling (FreshService)

Job description

Overview

SERVICE INTEGRATION AND ITSM MANAGER

STAFF ROLE

UK REMOTE (OR HUNGARY/POLAND close to our site)

OVERVIEW & SCOPE OF ROLE:

The Service Integration and Operations Manager ensures IT delivers end-to-end services to agreed performance levels in a consistent and effective SIAM delivery model. They set the Service Integration and management framework for all domains and monitor service levels, process consistency and vendor management. They own and use the ITSM tool as an enabler to continuously improve IT delivery and end-user experience.

Morgan Advanced Materials is a business rich in history and innovation. Founded in the UK in 1856, we have grown into a global organisation with 70 sites in 18 countries. Our model to serve our customers where they need us has led to a diversified product range using our unparalleled expertise in ceramic and carbon materials, which we exploit to solve difficult problems for our customers across a diverse range of markets.

We are a purpose driven organisation. Our purpose is to use advanced materials to make the world more sustainable and to improve the quality of life. We deliver on that purpose through the products that we make, and the way that we make them.

We help our customers push the limits of their processes and products to meet the demanding requirements they face, from higher process temperatures to higher product performance to increasing miniaturisation.

Key Figures:Revenue £1,114.7m (2023), ~8,500 employees, manufacturing in 20+ countries, and a global customer portfolio. A UK PLC with head office located in Windsor, Berkshire UK. Listed on London Stock Exchange; Member of the FTSE 250 Index.

Responsibilities

ESSENTIAL DUTIES & REPONSIBILITIES

Establish and Mature the Service Integration and Management Framework:

• Responsible for creating and implementing a Service Integration and Operations and management framework where end to end services can be delivered
• Own and manage the IT Service Catalogue, the ITSM tool, the core ITSM processes and all related artefacts and templates
• Enable multi-sourced delivery models by implementing fit-for-purpose vendor management processes and governance

Enable Service performance and continuous improvement

• Facilitate and support the Service Delivery teams to perform in an optimal and consistent way within the Service Management Framework
• Support and facilitate Service Introduction and Operational Readiness for all new and changing services
• Monitor overall service performance and trends to identify opportunities, issues and risks and collaborate with the teams to address these items.

Drive end-user experience and self service as Platform Owner of ITSM Platform

• Define and implement ITSM continuous improvement roadmap, focusing on end-user experience, automation and information
• Ensure (end-user) information and documentation quality is fit-for-purpose
• Ensure up-to-date CMDB in ITSM tool

Drive Operational Efficiency through leading Service Management Office

• Lead Global Service Desk function to be a first point of customer contact
• Define and drive software and hardware asset management capability

Partnership and communication

• Collaborate with other domain teams on service delivery across functions and regions.
• Collaborate with information security and compliance to ensure services adhere to requirements
• Contribute to building a One IT inclusive culture.
• Engage with Subject Matter Experts with sufficient understanding of the technology
• Clear communication of options and trade-offs to stakeholders at all levels.

Qualifications

EXPERIENCE & BACKGROUND

Qualifications:

• A bachelor's degree in Business, Information Technology, or a related field is typically preferred.
• Relevant certifications or training in IT service management, ITIL (Information Technology Infrastructure Library), or related disciplines can be advantageous.

Experience:

• 5-10 years of experience in IT service management, Service Integration and Operations, or a related role.
• Demonstrated experience in managing Service Integration and Operations across various IT domains or vendors.

Competencies:

• Strong knowledge of IT service (and integration) management principles and practices.
• Excellent communication and interpersonal skills for effective collaboration with cross-functional teams, vendors, and stakeholders.
• Proficiency in IT Service Integration and Operations, ensuring that services from various providers work together seamlessly.
• Problem-solving skills to address complex issues and conflicts related to Service Integration and Operations.
• Project management abilities to plan, implement, and oversee Service Integration and Operations initiatives.
• Data analysis for monitoring and optimizing service performance.
• Vendor management and contract negotiation for third-party service providers.
• Compliance and security awareness for ensuring regulatory requirements are met during Service Integration and Operations.
• Change management expertise to facilitate and manage changes in the service environment.
• Documentation skills to maintain records and documentation related to Service Integration and Operations processes.

Desirable

• ITSM Tooling experience with FreshService
• Automation and AI adoption
• Training or presentation experience

Morgan Advanced Materials is an EEO/AA/M/W/D/V Employer Ind-1