Senior Service Manager
Inside IR35
Largely Remote - Corsham circa 1-2 days per month
6months+
SC Clearance Required
The Role
Responsible for supporting the customer and the incident process. As well as business analyst skills the role requires significant customer relationship management and a basic technical understanding of cloud technologies. There is a requirement to develop an understanding of clients specific configuration.
Experience
Requires a good understanding of ITSM tooling and work between teams to optimise and drive adoption of Incident, Service / Change request Management within new tooling (Jira Service Mgmt/Jira).
Requires a thorough knowledge of core ITIL processes (Incident Management, Request Fulfilment, Change Request as a minimum).
Drive adoption of a Level one Incident Service Desk with an outsourced provider.
An understanding of Agile methodologies is essential, and DevOps desirable.
Expectation to demonstrate the following competencies: Incident Management, Service Catalogue Management, Service Acceptance, Relationship Management, Business Analysis, Requirements Definition and Management.
Responsibilities include:
1. Work with Service Analysts to understand current 'As Is' process status (Incident/Request Fulfilment/ Change control).
2. Work with Customer Engagement to understand project milestones/objectives with JIRA Service Management.
3. Work with all stakeholders to develop processes and ITSM tooling.
4. Assist Change Management with 'as is' and 'to be' processes for JSM Transition.
5. Work with Change Management to assist in upgrading transition process (including introduction of a light touch OAC to onboard new services).
6. Support FinOps process, implementing improvements where necessary
7. Develop service reporting following transitional activities to utilise JSM.
8. Leading an internal training programme to develop Service Management team and create supporting documentation.
Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks. LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.
Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.
