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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:
- Work with Service Analysts to understand current ‘As Is’ process status (Incident/Request Fulfilment/ Change control).
- Work with Customer Engagement to understand project milestones/objectives with JIRA Service Management.
- Work with all stakeholders to develop processes and ITSM tooling.
- Assist Change Management with ‘as is’ and ‘to be’ processes for JSM Transition.
- Work with Change Management to assist in upgrading transition process (including introduction of a light touch OAC to onboard new services).
- Support FinOps process, implementing improvements where necessary
- Develop service reporting following transitional activities to utilise JSM.
- Leading an internal training programme to develop Service Management team and create supporting documentation.
Senior Service Manager - £540 - £590 per day inside IR35 (Hybrid, Corsham)
