ICT Service Assurance Process Manager
Our Client are a growing, dynamic organisation within the consumer products sector; at the core of their success has been their ability to adapt and change in an ever increasing and highly competitive field. They have implemented a state of the Art IT Infrastructure that has help cement their success and allow them to grow at a fast pace and meet change head on!
Job Purpose
The ICT Service Assurance Process Lead/Manager will be responsible for managing and driving the efficiency and effectiveness of the ITIL Operations processes for our Client
The role holder will provide leadership, vision and support throughout the organization to ensure consistent execution and delivery within the required processes.
The successful candidate will be accountable for the processes overall performance to defined KPIs and will identify and implement continuous improvements.
The ICT Service Assurance Process Manager will work with cross-functional teams to design, develop and integrate standard ITSM processes and procedures utilizing best practices and the ITIL framework and provides insight and advice on emerging processes and control frameworks.
Responsibilities
ITIL process governance and tracking
• Ensure compliance with the key critical ITIL processes including:
o Incident / Major Incident Management
o Problem management
o Service Level Management and Reporting
o Capacity management
o Asset and Configuration management
o Availability Management
o Change Management
o IT Service Continuity Management
• Ensures policies and procedures are understood and executed correctly
Ensure operations processes are performing as designed
• Establish and oversee measurement of Key Performance Indicators (KPIs) for processes
• Monitor the performance of internal and external service providers across the processes
• Schedule and chair process governance meetings with Key vendors
• Participate in Service governance meetings as required
• Contribute to audits as required
• Provide SME input and guidance to Internal and external providers
• Manage process exceptions ensuring all controls are auditable
• Ensure that there is strict compliance with the PMO process and the service transition requirements for new or changed services
Continual service Improvement
• Agree, implement and report on a programme of Continuous service improvement.
• Support and drive ICT operations towards improved performance and reduction in costs
• Ensure efficient processes are in place and challenge the status quo to deliver improvements to services.
Reporting
• Report, communicate and update relevant stakeholders on the on-going operation of services, incident management and improvement programmes, guaranteeing clarity, visibility, timeliness and expectation management to the right people using the right methods.
• Review metrics reports and provide input into dashboards and Balanced scorecards as required
• Ensure that reporting delivers clarity, visibility, timeliness and expectation management to the right people using the right methods.
Partner / Vendor management
• Balance Technology Service Partners contractual obligations with the priorities of the Business – optimising value and performance from the Service Partners
• Ensure technology partners / vendors adhere to Company policies, procedures and standards.
• Monitor the overall level of service provided by Technology Service Partner/s including service levels, incidents, process and change management, processes, standards and procedures - and instigating appropriate actions to address any issues or gaps, benchmarking to ensure best in class.
Commercial / Financial
• Participate in appropriate commercial negotiations.
• Support budgetary management of ICT Opex.
Documentation and standards
• Leads with the creation and maintenance of the necessary level of process documentation
• Drives in quality through implementation of the ITIL framework
• Focuses on delivering a ‘Lean’ service, reducing waste demand and streamlining processes where possible
Required Education and Experience
• At least 5 years' experience in Technology environment with at least 5 years' experience in a Technology Customer facing role.
• Service Management Capabilities Service Level Management, Incident/ MI Management, Problem Management, Change Management and Asset Management, ITIL accreditation at minimum to Foundation level essential.
• ITIL Expert certification an advantage
• Experience in managing, monitoring and driving improvement in ITIL Processes
• Exceptional ability to motivate and influence key contacts and decision makers required.
• Proven negotiation skills and ability to influence others at different levels.
• Excellent communications skills coupled with a thorough knowledge of the business
• Proven track record in striving for continuous improvement and driving efficiencies, whilst maintaining high levels of customer satisfaction.
• Proven team player in working with one's peers to ensure that delivery of service is timely, efficient and of high quality.
• Excellent verbal, written communication and presentation skills together with the ability to deliver customer presentation skills to board level.
• Proven commercial awareness and a track record of working with vendors / partners.
• Experience in creating a high performance culture through target setting, performance evaluation, and employee engagement.
• Project Management capabilities with ability to plan, initiate, monitor and implement projects within a team.
• Service Management capabilities in particular Service Level Management, Incident Management, Change Management and Asset Management, ITIL accreditation at minimum to Foundation level essential.
The Ideal Candidate will be:
• Results driven and customer focused.
• Strong change advocate.
• Judgement and problem solving skills.
• Strong planning and organisation skills
• Innovative thinker.
• Self-starter.
• Team work and collaboration.
• Have excellent problem solving skills
Interested applicants should send their CVs in the strictest of confidence via the link provided. A timely response is guaranteed.
