Full job description

An exciting opportunity for an experienced IT Service Management professional to support the day-to-day operation and continual improvement of corporate IT services. Working closely with managed service providers and third-party suppliers, you will drive service performance, oversee incident and problem management activities, deliver meaningful reporting and analysis, and help ensure exceptional service delivery across the organisation.

Client Details

Working for a major infrastructure organisation in central London

Description

• Act as the operational interface between the organisation and managed service providers and third-party IT suppliers.
• Monitor, manage and coordinate the end-to-end resolution of incidents and problems, ensuring service levels are achieved.
• Support regular supplier service reviews and track progress against service improvement plans.
• Produce accurate service reporting and performance analysis using KPIs, customer feedback and operational metrics.
• Provide regular incident, problem and change management reporting to senior stakeholders.
• Analyse service trends, root causes and user feedback to identify opportunities for continual improvement.
• Support projects, service transitions and small change initiatives into business-as-usual operations.
• Participate in Change Advisory Board (CAB) activities, assessing risks and minimising service disruption.
• Represent the organisation in problem management reviews to ensure effective issue resolution.
• Maintain and develop the IT Service Catalogue and associated service request processes.
• Own and manage joiner, mover and leaver processes, ensuring requests are completed accurately and efficiently.
• Review non-standard service requests, assessing business needs, costs and solution options.
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