£70000.00 - £85000.00 per annum
4 months ago
This is a key role for the business which holds a range of responsibilities, but with a key focus on SIAM (Service Integration and Management), building and managing the relationship with a VIP customer & IT Lab internal teams, as well as key suppliers/vendors.
Duties and Responsibilities:
*Develop and maintain close working relationships with client as well as 3rd parties and suppliers/vendors involved in delivery of the end-to-end service
*Matrix management of a team of Process analysts and Service Delivery professionals (Incident, Request, Problem, Change, Knowledge and Configuration Management)
*Maintain and improve ITIL/SIAM policies, processes and procedures
*Conduct Service Review meetings with SIAM suppliers/vendors
*Manage customer Service Review meetings, workshops and presentations to support collaborative issue resolution, service improvements and knowledge sharing
*Contribute to planning and delivery of the overall customer IT strategy, concentrating on cost reduction and service improvement (looking at the entire SIAM operating model)
Required skills and capabilities:
*ITIL practitioner/ intermediate certification (or equivalent experience)
*Experience managing technical/operational support teams
*Extensive previous experience in a Senior Service Delivery Manager and/or Service Manager role
*Experience working in a multi-sourced environment an advantage
*Comfortable working with contracts, from negotiation through to unpacking contractual requirements and ensuring SLA compliance, building reporting to KPI's and SLA.
Please apply for more info!
In accordance with the Equality Act 2010, if you require an alternative form of application please click the following link: Flexible Application Process - https://www.theecsgroup.co.uk/work/flexible-application-process