Service Management Specialist

Salary Competitive
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.

Main Duties and Responsibilities: Essential duties may include, but are not limited to, the following:

  • 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.

  

Experience and skills:

 

Experience in one or more of the following;

  • Problem Management

  • Knowledge Management

  • Change Management

  • Release Management

  • Request Management

  • Capacity Management

  • IT Service Continuity Management

  

  • 3 years 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.

  • Knowledge of process development in support of end to end life cycles.

  • Knowledge and experience in organisational effectiveness and IT operations management.

  • Knowledge of business and management principles and practices.

  • Good level of technical understanding.

  • Track record for delivering demand reduction and shift left mentality.

  • Successful track record of achieving performance and delivery targets.

  • Ability to develop solutions with focus on customer needs.

  • Excellent English communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations.


Experience (desirable):

  • ITIL Intermediate / Practitioner certified

  • Ability to develop and maintain customer relationships and exceed expectations.

  • Ability to anticipate future trends, priorities and requirements

 

Interpersonal Skills:

  • Articulate and a clear communicator

  • Be a customer advocate

  • Have the ability to converse technical terms and definitions to non technical personnel 

  • Meticulous with excellent attention to detail

  • Able to multitask and handle large amounts of complex information

  • Ability to work independently and take decisions where necessary.

Successful delivery against commitments and deadlines.

Promotes and supports standardisation and continuous improvement

 

Additional Information

 

Training Internal training on products and services will be provided. However, staff are expected to consistently keep abreast of new developments, which would impact on their areas of responsibility. Personal training in relation to this job description will be given as part of the company’s overall personnel development program.

 

Conditions of Employment Salary: The salary and benefits for this position will be determined according to the experience of the person appointed.

 

General Guidance: The nominal working week is 37.5 hours, although a degree of flexibility is both offered and expected. In specific circumstances there may be a requirement to work additional hours. Annual holidays are 24 days plus 7 statutory holidays.

 

Applicants are advised that Security Clearance or Access NI Basic Disclosure will be requested to assist with the decision making process. Disclosure information will not be used unfairly and criminal records will not necessarily prevent you from being successful in your application. A copy of Novosco’s policy on ‘The Recruitment of Ex-offenders’ and ‘The Secure Handling, Use, Storage and Retention of Disclosure Information’ is available to all applicants on request

 

Novosco Ltd operates a Non Smoking Policy.

Novosco Ltd is an Equal Opportunities Employer.

Perks and benefits

This job comes with several perks and benefits

Free coffee / tea
Free coffee / tea

Get your caffeine fix to get you started and keep you going.

Maternity / paternity leave
Maternity / paternity leave

Kids are the future, go spend time with them.

Pension plan
Pension plan

We take care of you, even when you are old and wrinkly.

Social gatherings
Social gatherings

Social gatherings and games; hang out with your colleagues.

Flexible working hours
Flexible working hours

Time is precious. Make it count. Morning person or night owl, this job is for you.

Near public transit
Near public transit

Easy access and treehugger friendly workplace.

Working at
Novosco

Novosco is a trusted provider of cloud solutions, managed services and consulting. Our consultants expertly evaluate and choose the most appropriate solutions for each customer's specific needs by leveraging a portfolio of public cloud, private cloud and hybrid cloud. Novosco solves business challenges for both public and private sector organisations by providing flexible, professional, and tailored IT managed services through its team of industry-leading experts and engineers.

Read more about Novosco

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