Owns the Group IT service management framework, platform, processes and service improvement.
Key Responsibilities
The Group ITSM Manager will own and maintain the Group IT Service Management framework, policies, standards and procedures, and will lead the continual improvement of Change, Incident, Major Incident, Problem, Request, Alert and Knowledge Management.
The role will establish clear processes, responsibilities and operating procedures across the Group, including effective IT onboarding and offboarding processes.
The role will oversee the governance, administration and development of Freshservice, including workflows, automation, access and configuration.
Responsibility will also include maintaining effective Asset and Configuration Management practices across on-premises and cloud environments and improving the integration of monitoring and alerting with ITSM and Major Incident processes.
The Group ITSM Manager will define and monitor service measures, service levels and performance indicators, providing clear reporting on service performance, trends and operational risks.
The role will work closely with regional teams and third-party providers to maintain consistent service standards and lead service improvement initiatives across the Group.
Skills and Experience
Essential
Applicants should have significant practical experience in IT Service Management within a complex or multi-location organisation, together with a strong working knowledge of ITIL 4.
They should have experience owning and improving ITSM policies, processes and procedures, and administering or configuring an ITSM platform such as Freshservice, ServiceNow or Jira Service Management.
Relevant experience should include service catalogue design, workflows, automation, incident management, and Asset and Configuration Management across on-premises and cloud environments.
Applicants should also demonstrate strong analytical, reporting and problem-solving skills, together with effective communication and stakeholder management skills.
Experience working with technical teams, business stakeholders and third-party providers is required, together with an understanding of governance, risk, compliance and audit requirements relating to IT operations.
Applicants should hold ITIL 4 Foundation certification or be able to demonstrate an equivalent level of knowledge and relevant practical experience.
Desirable
Experience administering Freshservice would be advantageous, as would ITIL 4 Managing Professional or Strategic Leader certification.
Relevant service management or governance qualifications, such as COBIT or ISO/IEC 20000, and recognised project management qualifications, such as PRINCE2, PMP or AgilePM, would also be beneficial.
Additional desirable experience includes ITSM platform certification, Microsoft Azure, AWS or equivalent cloud fundamentals certification, and experience working with application programming interfaces and system integrations.
For more details and to apply contact [email protected]
