Overview
You will work in the Service Management Team within Enterprise Cloud Services, supporting the Service Owners in performance of their duties, instilling industry-standard best practices within the team. The role focuses on delivering a service that meets all SLAs and KPIs in a defined area, including availability, performance and process maturity across the technical landscape. The role encapsulates IT Service Manager responsibilities for Platform and Product-based delivery.
Travel to other locations will be required. The primary office location is Telford, with other base locations available and travel to Telford twice per week.
Responsibilities
* Work within IT Service Level Agreements.
* Support functions and remain responsive to customer needs, aware of business needs and impact on service.
* Highlight and escalate issues and risks to Service Management leads.
* Ensure all technical changes are communicated and managed with appropriate governance.
* Identify improvement opportunities.
* Stakeholder management engagement.
Qualifications & Experience
* Experience in an IT Service Management / Service Delivery Management role.
* Experience and understanding of operational processes involved in running and maintaining a Digital product or service, in an IT service management framework (e.g., ITIL v4) context.
* Experience of engaging and communicating information to various stakeholders across the business.
* Experience of delivering operational / service improvements.
* Experience of building and managing third parties to deliver services / products.
* Experience of managing Incidents, Problems & Change management.
* ITIL4 Foundation qualification.
Desirable Criteria
* Experience of working in a cloud development team and understanding of cloud technologies, principles and methodologies.
* Experience of agile working practices and principles, particularly within a product team to lead on the service.
* Good understanding of CI/CD principles.
* AWS Certified Cloud Practitioner qualification.
* Microsoft Certified: Azure Fundamentals qualification.
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