Senior ITSM

Blackapple Solutions LLC; Oslo; On-site; NOK 900,000 - 1,200,000; Full time

Job summary

Blackapple Solutions Ltd in Oslo, Norway, seeks a Senior ITSM contractor for a 6+ month assignment to optimize the Service Desk and ITSM operations. The role focuses on cost savings while maintaining high user satisfaction and ITIL-aligned processes.

The candidate will analyze existing service models, assess outsourcing options, and propose an efficient Service Desk design that integrates multiple vendors and supports business goals on a cost-effective basis.

Qualifications

• Senior Service Desk and ITSM analyst with cost-saving focus.
• In-depth ITIL knowledge and IT service management frameworks.
• Experience designing and implementing Service Desk models in large enterprises.

Responsibilities

• Analyse current Service Desk model to identify cost improvements.
• Challenge vendor proposals to ensure proper processes, people and tech.
• Demonstrate hands-on approach to implementing a high-quality Service Desk at low cost.
• Define internal organization and service levels for the chosen model.

Skills

ITIL Knowledge

Service Desk Management

Cost Saving / Optimization

Education

ITIL Certification

Job description

Blackapple Solutions Ltd (BSL) was founded in 2004 with the mission to provide best-in-class technology consulting and services across the globe. BSL offers its services in Information Technology, Enterprise Resource Planning (ERP) and Engineering consulting, with the mission of becoming internationally renowned Systems Integration Company.

Job Description

Hi ,

Hope you are doing well!!

This is Ramya from Blackapple Solutions Ltd. At the moment we have an urgent opening for Senior ITSM for Contract position based at Oslo, Norway. Here below I am sending you the job description for your referral.

Job Description:

Role : Senior ITSM

Location : Oslo, Norway

Job type : Contract(6+ months)

Client : Hexaware

Responsibilities

• Analyse current Service Desk model to identify cost improvement areas
• Challenge vendor proposals to ensure that the right processes, people and technology are in place so that the organization can meet its business goals.
• Demonstrate "hands-on" practical approach on how to implement a high quality Service Desk solution at low cost
• Identify consequences/risks of changing current IT Service Desk model

High-Level description and objectives

• ensure significant cost saving for End client
• ensure continued End User Satisfaction with IT in End client

In the analysis phase, the expert role is expected to execute analysis of the inefficiencies and ineffectiveness of the current Service Desk model and impacted processes. In addition, this role is also expected to provide contribution to the deliberations related to in/out-sourcing based on the efficiency analysis. The Service Desk model needs to cater for integration of multiple vendors into these service Operations processes.

Analysis deliverables

1. Cost analysis and estimates for different Service Desk models
2. Evaluate the cost effects of changed service levels and language availability for all or parts of End client
3. Assess cost savings(ticket volume reduction), through improved and increased self service for users
4. Define internal organization needed for chosen model and Service level definitions

Mandatory Fields

1. Senior Service Desk and Service Management analyst with strong cost saving focus
2. In-depth knowledge of IT Service Desk management (ITIL) and IT service management frameworks
3. Experience in planning, design and implementation of Service Desk models/organizations in larger enterprises

ITIL Certified

Additional Information

All your information will be kept confidential according to EEO guidelines.