Service Operations Practitioner

JAM Recruitment Ltd; Preston; Hybrid; GBP 60,000 - 80,000; Full time

Job description

Service Operations Practitioner

Preston Based (Hybrid working)

£63.40 an hour Umbrella Inside IR35

6 Month Contract initially.

This is a great opportunity to work within one of the UK's leading Defence organisations based In Preston. Hybrid working 1-2 days per week on site.

Typical duties include (but are not limited to):

1. Monitoring and managing day to day incident trends and activities, ensuring SLAs and KPIs are being met. Focus on key areas to maintain Service Desk and Incident Resolver high performance.
2. Managing and escalating remedial activities through formal and informal routes to ensure failing areas can meet targets within short timeframes.
3. Operating daily service reviews to manage priorities.
4. Provide a focal point for the Command Centre, Service Desk and Resolver Teams across all areas of service operations and ensure escalations and actions are progressed.
5. Deputise for the Incident Governance and MIM lead and attend service operation and customer facing meetings.
6. Provide written and oral summary status incident governance reports with executive summaries, trend analysis and recommendations provided to senior management and stakeholders.
7. Provide training, support and guidance for less experienced team members.
8. Ensure supplier managed Major Incidents and activities are effectively communicated and progressed.
9. Manage multiple major incidents concurrently ensuring that multi-supplier activities are coordinated with clearly documented actions, owners and timeframes.
10. Ensure that informative and timely business communications are provided throughout the duration of each major incident.
11. Provide written and oral summary status reports to senior management and stakeholders for complex major incidents.
12. Coordinate the activities and follow the processes required to deliver and manage major incidents at agreed levels to business users and customers.
13. Responsible for ensuring that the MIM team and Command Centre complete routine tasks such as SMS and written communications are sent, ITSM ticketing system and dashboards are updated and all relevant reports are completed.
14. Completion of input to Daily, Weekly and Monthly service reviews and monthly contractual reporting.
15. Act as an escalation point for complex queries or issues for the Incident Governance and MIM team.
16. Attending weekly service reviews to feedback on the incident management performance of the Command Centre, Service Desk and Internal and External Resolvers.
17. Frequently liaising with major on-going projects which may impact incident management volumes or performance.
18. Help minimise the impact of new projects on incident volumes through proper controls, training and guidance.
19. Providing training, support, advice and guidance to resolver teams for incident management good practice.
20. Update and maintain incident management processes so that they follow best practice and ensure that these are adhered to across the estate.
21. Set up and amend ServiceNow dashboards and reports.
22. Provide analysis, trend charts and pivot tables in Microsoft Excel.

Knowledge:

1. A good understanding of the SIAM model is essential.
2. ServiceNow knowledge and reporting skills would be very beneficial.
3. A broad technical understanding with the ability to translate into business terms and prioritise accordingly.

Skills:

1. ITIL lifecycle and Service Operations experience is required.
2. Excellent problem solving and analytical skills.
3. Excellent verbal and written communication skills.
4. Proficient Microsoft Excel and PowerPoint skills are highly desirable.
5. Team leader or management duties would be advantageous.

For more information please contact Lauren Morley at JAM Recruitment or click apply.