Head of IT Service Management

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opening times 17 June, 2020
pin London
who in charge Head of Technical Operations
Head of IT Service Management
The primary purpose of this job is to protect the Tungsten Network services to customers through the use of ITIL Service Management driven processes and controls, primarly Change and Problem Management. The intent is to reduce human error from improved change and to increase learning from our errors when problems do occur. The post holder will own these and other ITIL processes, being key to ensuring that service and service level monitoring is fully aligned to support our SLA to customers
Key Accountabilities
  • To own, develop and ensure application of the Tungsten Network Change Management process so that the chance of negative impact from service change to applications and infrastructure

  • To own, develop and ensure application of the Tungsten Network Major Incident Management process so that root cause analysis is completed following major incidents and problems and remedial actions followed through

  • To lead Service Delivery Team response in the handling of escalated customer problems such that issues are seen by the external customer to be handled promptly, professionally and effectively

  • To promote service management best practices consistent with the ITIL approach

  • To support ISO27001 and ISAE3402 audits of Tungsten Network services and technology

  • Proven experience in IT Service Management roles

  • Chairing Change Advisory Board (CAB) meeting in an organization running a formal ITIL driven Change Management process

  • Accounting for process activity, effectiveness and improvement through metrics

  • ITIL process formulation, documentation and training

  • Managing major service incidents and reviewing/authoring incident reviews

  • Conducting root cause analysis and lessons learnt exercises

  • Representing process quality in audit meetings and presenting evidence

  • ITIL Service Management cerfification ideally to practicioner/specialist level

Personal Attributes
  • Enthusiastic, able to promote the practices we want others to follow

  • Assertive, able to give constructive feedback where processes not followed

  • Organised, able to keep well organized records to act as evidence at audit

  • Problem solver, able to identify root causes and appropriate remedies

  • Communicator, able to produce high quality documents and presentations

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