Details:
- Job Type: Contract
- Job Status: Full-Time
- Location: Leeds West Yorkshire
- Date: 2 weeks ago
Description:
Job Opportunity: Lead IT Service Management Process Expert
We are recruiting on behalf of our client, for a dynamic Lead IT Service Management Process Expert to oversee and enhance global ITSM processes, ensuring compliance and effectiveness across their IT organisation.
Key Responsibilities:
* Lead the development, implementation, and improvement of ITSM processes, focusing on Service Transition and Operation.
* Drive the adoption and enhancement of change and incident management, setting and improving the operating model for change managers, CAB, and incident managers.
* Possess deep knowledge of configuration management, ensuring a healthy CMDB lifecycle in collaboration with the configuration manager.
* Improve service request management to reduce costs and increase satisfaction.
* Establish meaningful ITSM metrics and key user circles to drive continuous improvements.
* Set strategic leadership KPIs, focusing on IT organisational health and productivity, acting as a change agent.
* Advise and support the business on ITSM processes, practices, IT tools, and standards, advancing process improvement initiatives.
* Contribute to various IT projects and internal/external audits in the ITSM context.
Qualifications:
* Deep expertise with ServiceNow.
* Strong knowledge and experience in defining and controlling SLAs, KPIs, and service management topics.
* Excellent communication skills.
This is a 6 month contract role with strong chance for extension. Excellent market rates payable