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St Mary's University

Job details

Service Management Process Lead

Location: Newcastle (Tyne & Wear)

Salary/Rate: £25,000 + benefits

Type: Permanent

Closing Date:

Job Reference: 3095057

Job Title: Service Management Process Lead Location: Newcastle Salary:£25,000 + Benefits

Job Title: Service Management Process Lead
Location: Newcastle
Salary: Up to £25,000 + Benefits
Duration: Permanent
Hours: 37.5 Hours a Week, Monday to Friday

The creation, maintenance and driving the implementation of Group IT’s key ITIL Service Processes. Key Tasks

  • Create/update, document and help to implement the key IT Service Support Processes for Group IT:
    • Change Management
    • Problem Management
    • Service Transition
    • Release Management
    • Asset & Configuration Management
  • Communicate details of new processes to Group IT and other impacted support teams to help ensure adherence.
  • Work with Head of IT Services , IT Projects and other Support Teams to identify and collate required documentation set for the transition of new projects/solutions into Support
  • Administer and monitor adherence to Group IT service processes, working with Service Desk Team and other Group IT functions
  • Identify areas for Service Improvement and maintain the Group IT CSIP.
  • Provide input into Group IT Meetings, where required
  • Prepare material for Change Approval Board (CAB), update Forward Schedule of Change and lead CAB meetings
  • Assist in the administration of the Service Desk Management tool

Main Responsibilities
  • Create and maintain documentation relating to IT Service Processes.
  • Assist in the successful implementation of new IT Service Processes and monitor adherence.
  • Efficient running of Change Approval Board Meetings.
  • Liaise with new and existing IT Suppliers to ensure adoption of and integration with Group IT service processes.
  • Maintain the Group IT Service Improvement Plan;
  • Work closely with Head of IT Services, Group IT Projects and other Support teams to ensure smooth transition of new projects into support.
  • Manage the administration of Group IT Service Processes (e.g. Forward Schedule of Change, Change Requests, CSIP etc.)

Preferred Skills
  • ITIL (Foundation and Practitioner level)
  • Excellent understanding of Service Support functions in an ITIL based support organisation and how these are inter-related
  • Experience of working in an ITIL environment
  • Experience of implementing IT Service Processes
  • Good attention to detail with excellent process documentation skills
  • Ability to modify approach or style to work effectively with variety of stakeholders;
  • Motivated individual
  • Excellent communication and stakeholder management skills.
  • Confident nature with good influencing skills

You will also have the opportunity to work with an excellent employer offering a competitive salary and benefits.

Call To Action
If you're interested in this role, click 'apply now' to forward an up to date copy of your CV, or call us now. Please note that relevant experience is essential for this role.

If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career or if you know someone else who is suitable we offer a £500 refer a friend scheme.

Contact: Lee Callender

Office: Kelburn House, 7 - 19 Mosley Street, Newcastle Upon Tyne,NE1 1YE

Phone: 01912611349


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