Job Description
What’s on offer?
* Title: ITIL Process Manager
* Location: Birstall
* Salary: £50k per annum
* Contract Type: Permanent, Full Time
* Hours: 37.5 per week, Between 08:00 – 18:00, Mon - Fri
* Working Style: Hybrid (Home & Office Based Working)
Do you have experience of managing teams within an ITIL environment? Are you an expert with process ownership for services delivered to external customers? Are you experienced or familiar with service deliveries using a SIAM model? If so, you should consider a career with us as an ITIL Process Manager.
In this exciting role, you will have the overall accountability and responsibility for several ITIL disciplines. You will also be responsible for the internal and external delivery procedures and have a strong focus on the definition, execution, and delivery of these processes. The ITIL Process Manager also leads a team where the output will comprise of the following processes:
* Knowledge Management
* Problem Management
* Change Management
* Release Management
* Service Asset and Configuration Management
* CMDB
You will be expected to work closely with key stakeholders in both service and operations with a view to ensuring the delivery and ongoing management of a fully integrated ITIL Best Practice Framework with an underpinning, integrated process driven toolset.
You will also act as the lead for Service Integration in a multi-tower environment. This role also provides the opportunity to define, develop, implement, adopt and optimise the processes across all Service Towers within the Wavenet and customer related service models.
Some of the key responsibilities include:
* Defining process strategy, goals and ensure they are understood across all service and operations for all processes
* Ensuring that all processes are in place, are fit for purpose and follow the standard blueprint
* Guaranteeing the management and ongoing optimisation of a centralised and fully integrated toolset solution
* Ensuring process owners are in place with clearly defined roles and responsibilities
* Ensuring that all Resolver Teams and Service Towers that interface to the process understand their obligations when operating within the process
* Ensuring that process KPI’s are in place across all processes
* Responsible for the end-to-end measurement of KPI’s
* Monitoring the Service Tower performance against process KPI’s
* Driving process review forums across all required areas for all processes in order to continually improve and drive the effectiveness of all processes
* Mobilising process working groups as required in order to react to the requirement to resolve ad hoc process related issues on a day-to-day basis.
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 at least fully aware and bought into the principles of SIAM
* Experience in 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 more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.
We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:
* Hybrid Working: A flexible hybrid model, typically 3–4 days per week in one of our offices, with the option to work from home where appropriate.
* Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
* Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.
Ready to join the UK’s largest managed service provider?
Apply today or contact our friendly Talent Acquisition Team for more information.