Sr Associate, ITSM Service Delivery, Governance

Overview

Sr Associate, ITSM Service Delivery, Governance supports Service Level & Availability Management practices to assess, monitor, and manage IT service delivery against Technology targets and Business/Client SLAs.

What you'll do

• Maintain Service Availability Framework practices, procedures, artefacts, controls, and KPIs for proper service assessment and monitoring.
• Manage Service Availability In-Sight Portal controls and ensure stakeholders’ inputs are reflected accurately.
• Define and deploy Service Level & Availability Management practice across the IT organisation and ensure compliance.
• Design and align ITSM (Incident, Problem, Change) to meet required availability levels and Client SLAs.
• Provide availability controls, KPIs, and reporting to measure and monitor availability, reliability, and maintainability.
• Reduce the frequency and duration of Major Incidents impacting IT availability and client service levels.
• Create and maintain a forward-looking Availability Plan with stakeholders to meet business availability needs.

What you'll need

• At least 6 years of experience as a Service Delivery specialist/member or equivalent combination of education and work experience.
• ITIL accreditation or a Computer Science or equivalent related discipline.
• Experience across ITIL capabilities including Incident, Major Incident, Request, Problem, Release, Change, Capacity, and Configuration.
• Ability to define process workflows and apply continuous improvement methods and techniques.
• Practical experience using tools including ServiceNow/CMDB and Excel pivot tables.
• Working knowledge with PowerBI/SQL scripting/Confluence/SharePoint and dashboard creation and reporting.
• Good interpersonal and communication skills (written, oral, and face-to-face) and influencing/negotiation skills.
• Analytical mindset to build and report on key matrices and baseline improvements.

Details

• Job title includes Sr Associate, ITSM Service Delivery, Governance.