SIAM IT Service Manager

Must-Have

• Significant knowledge and skills in the following areas : ITIL-based service management Experience of working within and across ITIL v3 framework and service value chain, including but not limited to : - Incident Management (including Major Incident Management), Problem Management Knowledge Management, Service Request Management, Service Level Management Change Management Data, Asset & Configuration Management, Continual Service Improvement (CSI).
• Significant knowledge and skills in the following area : leading and managing staff to deliver organizational goals and objectives. Managing contracted suppliers against a KPI and service management / improvement framework. Managing Service Reviews and approval of supplier-delivered reports.
• Significant knowledge and skills in the following area : Delivery of internal Service Management Reports. Multi-tasking, working across multiple projects, analyzing opportunities, defining successful approaches, and proactively solving problems.
• Experience of ongoing continuous Professional Development. engaging and building relationships with a range of internal stakeholders and suppliers, working collaboratively to support the delivery of business outcomes.

Good-to-Have

Role Descriptions / Expectations from the Role

Managing the Technology SIAM engagement for one or more of customers and vendors

Supporting the Head of Technology SIAM to facilitate a more holistic approach to service management delivery by ITIL V4 practices within the service value chain

Setting the organization’s policy and ensuring process adherence for service management and governance

Working under the direction and within a clear framework of accountability, you will exercise some personal responsibility and autonomy to plan the teams' workloads to meet objectives and delivery timeframes

Participating in internal and external activities in line with your specialism to keep your skills up to date.

With a clear ability to rationalize complex technical information, you will transform this information, making it understandable for others to digest and work with

Engaging with stakeholders, you will facilitate and foster collaborative approaches, prioritize requirements, and optimize resource utilization

Demonstrating a creative and innovative approach and advising on standards, methods, tools and applications so that the optimum approaches, standards, and solutions are delivered to meet organizational objectives