Senior Service Manager - £540 - £590 per day inside IR35 (Hybrid, Corsham)
APPLICANTS MUST HOLD ACTIVE SC SECURITY CLEARANCE.
Responsible for supporting a defence customer and the incident process. As well as business analyst skills the role requires significant customer relationship management and a basic technical understanding of cloud technologies.
Requires a good understanding of ITSM tooling and work between teams to optimise and drive adoption of Incident, Service / Change request Management within new tooling (Jira Service Mgmt/Jira).
Requires a thorough knowledge of core ITIL processes (Incident Management, Request Fulfilment, Change Request as a minimum).
Drive adoption of a Level one Incident Service Desk with an outsourced provider.
An understanding of Agile methodologies is essential, and DevOps desirable.
Expectation to operate broadly at SFIA level 5 and be able to demonstrate the following SFIA competencies: Incident Management, Service Catalogue Management, Service Acceptance, Relationship Management, Business Analysis, Requirements Definition and Management.
Responsibilities include:
1. Work with Service Analysts to understand current ‘As Is’ process status (Incident/Request Fulfilment/ Change control).
2. Work with Customer Engagement to understand project milestones/objectives with JIRA Service Management.
3. Work with all stakeholders to develo...