IT Service Manager
London (Westminster) - 2-3 days onsite
Contract will run until the end of the year with extensions
Active SC Clearance required
Position Summary:
One of our customers, a major consulting partner, are currently seeking an SC Cleared IT Service Manager with a strong background in ServiceNow to lead and manage our IT service management (ITSM) processes . The ideal candidate will have a deep understanding of ITIL frameworks and be responsible for ensuring that IT services meet the needs of the business. This role requires a strategic thinker who can drive continuous improvement, enhance service delivery, and optimize the use of ServiceNow across the organization.
Key Responsibilities:
- Service Management Leadership: Lead the IT service management team to deliver high-quality IT services that align with business objectives. Oversee the entire ITSM lifecycle, including incident management, problem management, change management, and service level management.
- ServiceNow Administration: Serve as the primary administrator of the ServiceNow platform, ensuring its effective use across the organization. Customize and configure ServiceNow modules to meet the evolving needs of the business.
- Continuous Improvement: Identify opportunities for process improvements within ITSM practices. Implement best practices to enhance service delivery, reduce downtime, and improve overall customer satisfaction.
- Stakeholder Engagement: Collaborate with business units, IT teams, and external vendors to ensure that IT services are aligned with business needs. Regularly communicate with stakeholders to manage expectations and report on service performance.
- Incident and Problem Management: Oversee the incident and problem management processes to ensure timely resolution of issues. Conduct root cause analysis and implement corrective actions to prevent recurring incidents.
- Change Management: Manage the change management process to ensure that changes to IT services are made with minimal disruption to the business. Ensure compliance with change management policies and procedures.
- Service Level Management: Define and manage service level agreements (SLAs) and operational level agreements (OLAs) to ensure that IT services meet agreed-upon performance standards.
- Reporting and Analytics: Develop and deliver regular reports on IT service performance, including key metrics, trends, and areas for improvement. Utilize ServiceNow’s reporting and dashboard capabilities to provide insights to stakeholders.
- Team Leadership and Development: Lead and mentor a team of IT service management professionals. Foster a culture of continuous learning and professional development within the team.
- Compliance and Governance: Ensure IT services comply with relevant regulations, standards, and policies. Implement and monitor IT governance frameworks to ensure the effective management of IT services.
Qualifications:
- Experience: Minimum of 5 years of experience in IT service management, with at least 2 years of hands-on experience with the ServiceNow platform.
- Technical Skills:
- In-depth knowledge of ServiceNow modules, including incident, problem, change, and service request management.
- Experience in configuring and customizing ServiceNow to meet business needs.
- Proficiency in ITIL frameworks and best practices.
- Strong understanding of IT service management tools and methodologies