We are recruiting an experienced Service Management Specialist to be dedicated to a single customer to provide direct support with Change Management, Problem Management, Incident Management and Major Incident Manager. The role of Service Management Specialist will join other ITIL subject matter experts in the ITSM team within our Cross-Functional Services group. The right candidate will be ITIL qualified and have proven experience managing Change, Problem and Incidents in the IT support industry and be able to demonstrate the ability to build strong customer working relationships, providing governance and support through processes. The right candidate will also play a primary role in the production of all Root Cause Analysis (RCA’s) documentation and Problem Reports (PR’s) related to Major Incidents and Incident trends.
Working as part of an established team reporting to the IT Service Management (ITSM) Team Lead, your primary responsibilities will be to work directly with the customer and the dedicated Service Delivery Manager (SDM) providing leadership and direction on ITIL processes. Ensuring Requests for Change are documented and processed in a timely manner and in accordance with process. Aiding the Major Incident Management Team with any high Priority Incidents ensuring accurate and timely communications with the customer. Assisting the customer and the Service Delivery Manager with identifying underlying problems through trend analysis and support in the planning of remedial activity. To ensure knowledge continuity, you will be a key participant in documenting post Major Incident RCA investigations and associated problem reports. In addition, you will be required to take an active role in identifying process and service improvements as part of Telefónica Tech’s drive for continuous improvement.
The role is mostly Field based but may require occasional travel to Customer sites and Telefónica Tech UK offices across the UK
This is a fantastic opportunity to work within an interesting and varied company who offer a busy yet friendly place of work.