- Customer service management
- Service management
- Governance
- SLA/OLA management
- Risk management
- Resource management
- Operational management
- Incident management
- Problem management
- ITIL Expert (V3) or ITIL Managing Professional (V4) Qualified
- 5+ Years working within an IT Service Management environment
- Knowledge of SLAs/OLAs/Contracts and their relationships
- Working use of Microsoft Productivity Tools - Excel, Word, PowerPoint etc
- Experience of managing complex stakeholder groups with differing requirements and priorities
- Ability to deliver and continually improve high quality management information and reports, including delivery to senior stakeholders
- Knowledge of ServiceNow and other Service Management toolsets
- Experience of working within Government, ideally with a background in Defence, National Security, or with the FCDO
- Experience of Process definition, administration, measurement, management and audit, namely on ISO9K, 20K & 27K
- Experience working within a matrix environment