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The IT Service management and support lead oversees support services and ITIL processes (Change, Incident (incl Major Incident), Problem, Release and Configuration management). In addition to line management of the Technology Service Desk Support staff, this role will include day to day management of third parties that provide support services to the business.
Client Details
Our client is a finance institution and impact investor
Description
Team and role overview
- The IT Production team is a well-established team currently consisting of 12 members that covers roles including Infrastructure, M365, Service Delivery, Application Support and, Crisis Management and Business Continuity. The team is focused on increasing the maturity of the processes that govern technology.
- IT Production has a limited reliance on 3rd party vendors with many of the functions being brought in house, An MSP is in place to deliver support services to the End User community in London and regional office. The strategy is for this to remain in place.
- The IT Production team will support all elements of the IT service. It ensures that the availability, continuity, and performance of that service is maintained in line with the needs of the group.
- The IT Production Team is responsible to the Crisis Management and Business Continuity process and plan, and their operationalisation.
Role Purpose
- Reporting to the Head of IT production, the Service management and support lead oversees support services and ITIL processes (Change, Incident (incl Major Incident), Problem, Release and Configuration management)
- In addition to line management of the Technology Service Desk Support staff, this role will include day to day management of third parties that provide support services to the business, including the MSP
- Manage the acceptance to live process for all new projects/ and any change to existing processes
- Manage all new requests from the business and provide light project management for all business-as-usual requests
- Provide cover for new joiner on boarding and IT procurement
- Co-ordination of IT induction training for new staff is part of this role
- Liaison with the extended IT support community including business support and international centres of expertise is part of this role
- This role will be expected to maintain the support services and ITIL processes that are currently in place
- This role will be expected to introduce further ITIL based best practice as appropriate and in collaboration with the IT teams
Profile
Responsibilities
- Day to day line management of support team of 9 staff
- Representation of Service delivery in IT and projects
- Management of issues and Major issues
- Proactive problem management
- Propose and deliver changes to current practices and processes in line with ITIL
- Ensure up to date process documentation
- Build analytics and reports to measure performance metrics against activity to ensure SLA, and KPI requirements are met
- Collaborates with other IT teams to ensure capabilities and functionality align with company demands
- Ensure compliance to IT standards, policies and software licensing
The Ideal Candidate
Previous experience in similar post is essential as that experience will contribute to building the structure and discipline for this function. In addition, prior experience of:
- ITIL practitioner level expertise, experience in designing and implementing ITIL processes
- Fundamentals of Prince2
- engagement and management of 3rd party service providers
- Experience in managing ITSM tools
- Line management
- Process development
- Customer satisfaction management
As well as a strong work ethic and a 'can do' attitude the successful candidate will show:
- Leadership qualities that support the personal development of team members, processes required to support services, and technology to assist in its daily business
- Strategic thinking as well as day-to-day problem solving
- Strong communication skills with customers (internal and external)
Job Offer
This role is offering a very competitive salary on an 8 months FTC.
Please enquire within to find out more information.
