Service Management Specialist

WebHosting; Belfast City District; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Telefónica Tech UK&I in Belfast is seeking a Service Management Specialist to drive ITIL processes within a Managed Service environment. You will implement, improve and execute ITIL practices and manage the process improvement cycle to boost service quality.

You will work with a team of professionals and autonomously drive initiatives, coordinating with internal support groups, vendors and customers to ensure compliance, performance and continuous improvement across the service delivery

Qualifications

• ITIL v4 knowledge and experience preferred.
• Ability to analyse and improve ITIL processes.
• Strong coordination with multiple stakeholders (internal, vendors, customers).
• Experience in Managed Services environment is a plus.

Responsibilities

• Deploy ITIL processes and monitor performance against CSFs.
• Execute process controls ensuring compliance by internal teams, vendors and customers.
• Coordinate process delivery with internal teams, suppliers and customers; resolve roadblocks.
• Interface with other processes to leverage ITIL benefits.
• Monitor KPIs and ensure targets are met; report metrics.
• Coordinate with suppliers, contractors and 3rd parties.
• Identify improvement opportunities and propose tool/staff training changes.

Skills

ITIL v4

Process improvement

Stakeholder management

Job description

TelefonicaTech ·United Kingdom, Belfast

Not specified Full-time Not specified Operations

Job Description

The Service Management Specialist is responsible for the implementation, improvement and execution of the ITIL Management processes within a Managed Service environment. This includes operating the defined and agreed processes and managing the process improvement cycle.

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

Telefónica Tech (part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities.

We serve more than 5.5m customers every day in over 175 countries, with a global ecosystem of market-leading partners. Global strategic hubs: Spain, Brazil, the UK, Germany.

The Telefónica Tech UK&I hub has an end- to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data & AI, Enterprise Applications, Workplace Services and Cyber Security & Networking.

Values:Open, Trusted and Bold

• HPE: Platinum Partner– FY23 UK&I Solution Provider of the Year
• Palo Alto & Crowdstrike: part of our NextDefense Cyber Security Portfolio
• Fortinet: Elite VIP Program – one of only 2 in the UK
• AWS: Advanced Solution & Managed Service Provider Program