Service Management Specialist

Job Description

Our client is one of the most successful in delivering innovative digital solutions to their clients. They encourage tech adoption through their two core divisions of Cyber Security and Cloud with a proven track record in providing expertise around the world leading technologies across infrastructure, cloud communications, cloud networking, applications and Security. They're invested in maintaining a top tier relationship with their clients by providing the best possible customer service.
With continued expansion and team development plans over the next few years they are keen to secure the very best Service Management Specialist. The Service Management Specialist has the responsibility of implementing, enhancing, and carrying out the ITIL Management procedures in a Managed Service setting. This encompasses overseeing the established and agreed-upon processes and overseeing the cycle of process improvement.

Salary/ Benefits
In order to attract the very best talent on the market a generous remuneration package is on offer based on experience plus a huge range of flexible benefits including:

  • Salary ranging up to £50k
  • Free parking
  • Hybrid working
  • Dress down Friday
  • Voluntary health, dental and vision benefits
  • Company matched pension and life assurance
  • The option to buy extra leave
  • Health assessments and Health cash plan
  • Travel Insurance, Gym Memberships, cycle to work scheme and many more….

Key responsibilities
As a Service Management Specialist, you will:

  • Assume responsibility for deploying the processes, assessing performance metrics based on defined critical success factors, and implementing corrective measures or process enhancements as needed.
  • Takes charge of executing process controls, ensuring compliance with process and data standards by internal support groups, vendors, suppliers, and customers.
  • Coordinates and collaborates on process delivery, involving internal support groups, vendors, suppliers, and customers, while addressing any obstacles that may arise.
  • Interfaces with other processes and/or business functions to ensure they can effectively utilize the benefits provided by the ITIL processes.
  • Manages and utilizes existing toolset functionality to facilitate the efficient and effective delivery of the processes.
  • Ensures the reporting of key performance indicators (KPIs) and the achievement of their targets.
  • Coordinates with suppliers, contractors, and third parties as necessary.
  • Identifies opportunities and presents improvement proposals concerning tools, staff, training, processes, procedures, and work instructions.

Essential Criteria

  • Identifies opportunities and presents improvement proposals concerning tools, staff, training, processes, procedures, and work instructions.
  • Proficiency in one or more of the following areas:
    • Incident Management
    • Problem Management
    • Knowledge Management
    • Change Management
    • Release Management
    • Request Management
    • Capacity Management
  • Possession of at least 3 years of operational experience in ITIL and a strong understanding of ITIL v3 and ISO 20000.
  • Demonstrated ability to operate and manage within an IT Service Management environment.
  • Knowledge of process development to support end-to-end life cycles.
  • Familiarity and experience with organizational effectiveness and IT operations management.
  • Understanding of business and management principles and practices.
  • Solid technical comprehension.
  • Proven track record in achieving demand reduction and adopting a shift-left approach.
  • Successful history of meeting performance and delivery targets.
  • Ability to develop solutions with a focus on customer needs.

For further information on this vacancy, or any other IT position in Belfast or wider Northern Ireland, please contact Alannah Conlon in the strictest confidence.