ITIL Analyst, ITIL Specialist, Service Delivery
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| Job Type | Permanent |
| Area | Homebased, United KingdomBridgend, United Kingdom |
| Sector | IT |
| Start Date | |
| Job Ref | PH10576 |
- Description
Salary: £28,000 to £34,000 + benefits including parking, pension, healthcare
Are you an ITIL “go-to” person? If so, this role will be right up your street.
Exciting time for our client as they partner with one of the nation’s trusts in the supply of technical services. The service will be run using ITIL principles with a team of service and technology specialists.
In this role you will be focused on Continual Service Improvement as well as having oversight of the other ITIL processes being delivered. However, during the set-up phase you will also act as an advisor and ITIL expert to the team as we develop the processes to be used for the ongoing service.
MUST HAVES
· Must be eligible for SC Clearance
· ITIL Foundation Experience in implementing and managing ITIL practices in an organisation
· Passion to develop career within service delivery
· Experience working within a service provider environment delivering ITIL-based solutions to customers
· Good understanding of ITIL 2-5 years’ experience confident in customer engagement go to for anything ITIL
· Experience in working with customers to achieve a common goal
· Comfortable running reports in ServiceNow
Skills and experience required:
· ITIL Foundation
· Experience in implementing and managing ITIL practices in an organization
· Passion to develop career within service delivery
· Experience working within a service provider environment delivering ITIL-based solutions to customers
· Experience in working with customers to achieve a common goal
· Excellent customer service and communication skills
· A methodical and structured approach with the ability to manage and prioritize multiple tasks at any one time
· Responsible and willing to take ownership of essential tasks
· Well organized and self-motivated team player
· Ability to work within a pressurized emergency services delivery environment
· Ability to “think outside of the box” as necessary
Desirable skills and experience:
· ITIL certifications, such as ITIL Foundation, ITIL Practitioner, or ITIL Service Manager, are highly desirable
· Experience working for a fast-paced technology company
· Working technical knowledge within the industry and proven service delivery skills
· Experience of reporting on and developing useful KPIs, using analytics tools (e.g., SQL, Power BI) where appropriate and necessary
· Proficiency in ITSM tools and software for process automation and monitoring.
· Working knowledge of ITSM toolsets, Excel spreadsheets and standard productivity tools (e.g., SharePoint and MS Teams)
Key responsibilities for this job:
· Work with the Service Architect and wider team to advise, review and develop the ITIL-based processes to be used in delivering live service
· Supporting and advising around the required ITIL services required for transition and subsequent service delivery for the Service Partnership
· Engages with project management to confirm that products developed meet the service acceptance criteria
· Review suggestions from the Client or the company concerning potential improvements to the Service Design
· Contributes to the continual improvement of Service Delivery standards and practices
· Efficiency and process improvement recommendations internally and externally
· Building and maintaining strong client relationships and participates in client meetings regarding performance to ensure client satisfaction
· Ensuring that operational teams and subcontractors maintain a clear understanding of the client's needs and provides day-to-day internal and client advice and support
· Create relationships with the Customer, their suppliers, and internal colleagues to help manage and drive service improvement within the Service Partnership
· Monitor, review and report the service performance of all service activities against the agreed service performance indicators (KPIs) and metrics to measure the effectiveness and efficiency of ITIL processes
· Identify, record and manage all service vulnerabilities which impact or may impact the Customer
· Contribute to monthly service reporting with respect to improvements proposed or identified, distributed to the customers and presented at regular Service Reviews
· Manage all Customer specific Service Improvement Plans (SIP)
· Driving and providing leadership across the ITIL service functions and delivery
· Review existing IT Service Management processes, particularly Problem Management, presenting recommendations for service improvements and managing the change activities associated with the recommendations agreed for implementation
· Working with Process Managers and Process Owners, maintain and help ensure compliance and understanding of the IT Service Management processes
· Work closely with the Head of Service Partnership to develop a culture of continual improvement within the team, the customer, and their suppliers
· Develop effective metrics and measurements to monitor ongoing delivery of value by processes
ITIL Analyst, ITIL Specialist, Service Delivery
Bridgend, Wales, occasional requirement to travel to client site in Bristol (expenses paid)
£28,000 to £34,000 + benefits including parking, pension, healthcare
9 – 5.30pm, Monday to Friday
Permanent
PH10576
Wilde Associates is working in the capacity of an Employment Agency for this role.
