Service Management Specialist

Telefonica Tech; Remote; GBP 60,000 - 80,000; Full time

Job summary

A technology solutions provider is seeking an experienced IT professional for a full-time role in Belfast. Responsibilities include managing ITIL processes, ensuring compliance, and coordinating with suppliers. Ideal candidates will possess IT Service Management experience and a strong understanding of ITIL. The role supports remote work and welcomes applicants who may not meet all criteria but feel they are a strong fit.

Qualifications

• Operational ownership of ITIL processes.
• Experience in IT Service Management.
• Good technical understanding.

Responsibilities

• Manage deployment of processes and evaluate performance metrics.
• Ensure compliance with process and data standards.
• Coordinate delivery involving suppliers and manage roadblocks.
• Leverage tools for effective process delivery.
• Identify improvement opportunities.

Skills

Configuration and Asset Management

Software Asset Management

Incident Management

Request Management

Knowledge Management

Problem Management

Change and Release Management

ITIL Operational knowledge

Technical understanding

Performance and delivery targets achievement

Job description

The Role

This role is well suited to the experienced IT professional who would relish to chance to operate both as part of a team of fellow professionals but also with the drive and initiative to work with autonomy.

Key Responsibilities

• Responsible for the deployment of the processes. Evaluates performance metrics against the defined critical success factors and institutes actions to correct shortcomings or further streamline the process as necessary
• Responsible for the execution of the process controls ensuring that internal support groups vendors suppliers customers comply with process and data standards.
• Coordinate and collaborate process delivery involving internal support groups vendors suppliers customers and manage any roadblocks
• Interfaces with other processes and / or business functions to ensure they are able to leverage the benefits provided by the ITIL processes
• Manages and leverages existing toolset functionality to support the effective and efficient delivery of the Processes Ensure that KPIs are reported and their targets met
• Coordination with suppliers contractors 3rd parties etc.
• Identifies opportunities and submits proposals for improvement with respect to tools staff training process procedures and work instructions
• Please note that this job description is subject to ongoing review as new demands and best working practises are considered agreed and implemented

Skills & Experience

• Operational ownership of one of at least one of the following processes :
• Configuration and Asset Management
• Software Asset Management
• Incident Management
• Request Management
• Knowledge Management
• Problem Management
• Change and Release Management
• ITIL Operational experience and a strong knowledge of ITIL v3 and ISO 20000
• A track record of operating and managing within an IT Service Management environment
• Good level of technical understanding
• Track record for delivering demand reduction and shift left mentality
• Successful track record of achieving performance and delivery targets

Experience (desirable)

• Exposure to ServiceNow including working with development team members to implement tool enhancements in the promotion of service improvement and bug fixing
• ITIL Intermediate / Practitioner certified

Qualifications

Qualifications :

Additional Information

We dont believe hiring is a tick box exercise so if you feel that you dont match the job description 100% but would still be a great fit for role please get in touch.

Remote Work

Yes

Employment Type

Full-time

Key Skills

General Insurance,Corporate Sales,Cost Estimation,Benefits & Compensation,Heavy Equipment,AC Maintenance

Experience

years

Vacancy

1