Strategic IT Service Delivery Leader | SLA & ITIL Expert

Zenzero Solutions Ltd; Leeds; Vor Ort; GBP 42.000 - 62.000; Vollzeit

Benefits dieser Stelle

Private health insurance

Generous holiday allowance

Birthday day off

Enhanced pension contributions

Regular social events across all our 3

Zusammenfassung

Zenzero is seeking a Service Delivery and IT Service Management professional to oversee day-to-day service operations for our customers in the UK. You will ensure SLA adherence, collaborate with the Service Desk and delivery teams, and drive continual service improvement across client engagements.

You will manage major ITIL processes, conduct service reviews, and act as the main point of contact for project transitions.

Qualifikationen

• Requires a relevant bachelor's degree or at least 5 years of experience in managing large scale IT maintenance-related projects or in an existing service management function.
• Significant experience with ITIL framework (ITIL v4 Foundation or higher beneficial).
• Project management experience; Prince2 or Agile Foundation beneficial.

Aufgaben

• Manage SLA and tracking of service obligations and overall performance for your customers in accordance with the contract.
• Work closely with Service Desk and other delivery teams to ensure positive outcomes for your customers.
• Provide detailed analysis based on Service Reporting to identify ticket patterns and changes to service.
• Oversee and execute core ITIL processes for your customers (Major Incident Management, Problem Management, Change Management).
• Maintain and lead IT service reviews with customers and internal stakeholders.
• Continually review the service to meet customer needs and evolve with Zenzero best practices.
• Act as a key point of contact for project teams for transition into service and service acceptance.
• Manage the escalation of service incidents and requests, taking ownership to achieve timely resolution.
• Actively communicate with other departments about future projects or transformation activities for customers.

Kenntnisse

ITIL framework

Stakeholder management

Project management

Communication skills

Analytical thinking

Ausbildung

Bachelor's degree or 5+ years IT service management experience

Tools

ITIL v4 Foundation

Prince2 Foundation

Agile Foundation

Microsoft 365 licensing

Jobbeschreibung

Zenzero is seeking a Service Delivery and IT Service Management professional to oversee day-to-day service operations for our customers in the UK. You will ensure SLA adherence, collaborate with the Service Desk and delivery teams, and drive continual service improvement across client engagements.

You will manage major ITIL processes, conduct service reviews, and act as the main point of contact for project transitions.