Job Overview
Join to apply for the ITIL Process Manager role at Wavenet.
Location: Birstall
Salary: £50k per annum
Contract Type: Permanent, Full Time | Hours: 37.5 per week, 08:00 – 18:00, Mon - Fri | Working Style: Hybrid (Home & Office Based)
Responsibilities
* Overall accountability and responsibility for several ITIL disciplines and for internal and external delivery procedures
* Lead the definition, execution, and delivery of ITIL processes within an integrated framework
* Lead a team delivering processes such as: Knowledge Management, Problem Management, Change Management, Release Management, Service Asset and Configuration Management, and CMDB
* Collaborate with key stakeholders in service and operations to ensure delivery of a fully integrated ITIL Best Practice Framework with an underpinning, integrated process-driven toolset
* Act as the lead for Service Integration in a multi-tower environment
* Define, develop, implement, adopt and optimise processes across all Service Towers within Wavenet and customer-related service models
* Define process strategy, set goals, and ensure understanding across all service and operations
* Ensure processes are fit for purpose, in place, and aligned with the standard blueprint
* Manage and continuously optimise a centralised, fully integrated toolset solution
* Assign process owners with clearly defined roles and responsibilities
* Coordinate with Resolver Teams and Service Towers to ensure obligations are understood
* Establish process KPIs across all processes and measure end-to-end performance
* Monitor Service Tower performance against process KPIs
* Facilitate process review forums to drive continuous improvement
* Mobilise process working groups to address ad hoc process issues as they arise
Qualifications
Required Skills & Experience
* Managing teams in an ITIL environment
* Strong ServiceNow background and understanding
* Process ownership on services delivered to external customers
* Service delivery in multi-tower environments
* Experience of service delivery in a SIAM model or familiarity with SIAM principles
* Experience defining processes and driving their maturity
* Business relationship management
* Excellent communication skills
* Solid commercial acumen
* High level influencing skills
* Negotiation and conflict resolution skills
* Ability to manage interpersonal relationships
Desirable Skills
* ITIL Lifecycle Certificate in Service Strategy, Design or Operation
* Minimum of 2 years’ experience in a similar role
Additional Information
* At Wavenet, we offer an exceptional environment and a wide range of benefits to support your success from day one, including generous annual leave, private medical coverage, discounted health plans, an eye care scheme, and wellbeing programs.
* Work-life balance with an additional day of annual leave each year, up to 28 days total.
* Hybrid Working: typically 3–4 days per week in an office, with option to work from home where appropriate.
* Annual Leave: 25 days to start, increasing by one day per year up to 28 days.
* Private medical coverage, virtual GP access, eye care scheme, and wellbeing support via an internal Wellbeing Team.
Ready to join the UK’s largest managed service provider? Apply today or contact our Talent Acquisition Team for more information.
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