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- Tasks: Lead IT service improvements and manage performance across teams and vendors.
- Company: Join Zensar Technologies, a leader in IT services and consulting.
- Benefits: Enjoy a full-time role with opportunities for growth and development.
- Why this job: Be a key player in enhancing IT services and driving positive change.
- Qualifications: 3+ years in ITIL processes and Service Level Management required.
- Other info: Work collaboratively in a dynamic environment focused on continuous improvement.
The predicted salary is between 48000 - 72000 £ per year.
CIS SERVICE DELIVERY MANAGEMENT-CIS CHANGE MANAGEMENT Join to apply for the CIS SERVICE DELIVERY MANAGEMENT-CIS CHANGE MANAGEMENT role at Zensar Technologies CIS SERVICE DELIVERY MANAGEMENT-CIS CHANGE MANAGEMENT 4 days ago Be among the first 25 applicants Get AI-powered advice on this job and more exclusive features. Job Description Section 1 – Details Job Title: Senior Service Delivery Manager Band / Grade: Associate Team: Service Integration and Management (SIAM) Responsible to / Line Manager: Principal, Service Integration and Management Direct Reports: No direct reports Location: Nearshore/Onshore Section 2 – Purpose of Job The Senior Service Delivery Manager will perform an ITSM consultant role within the Service Performance, Governance & Assurance function in the SIAM team, acting as a catalyst for Continuous Service Improvement and providing Service Level Management support to the Service Level Manager. They will provide Subject Matter Expertise in standards and best practices, focusing on improving IT services to align with business objectives by identifying and implementing process and system improvements across the customer Ecosystem, which includes internal IT support teams, Third Party Vendors, and Suppliers/Partners. The role involves defining, documenting, and integrating Continual Service Improvement (CSI) policies and processes, chairing the CSI Forum to drive stability, quality, efficiency, and effectiveness in line with ITIL best practices. The role also includes converting contractual SLAs into report conditions for ServiceNow, negotiating SLA conditions, and working with stakeholders to analyze performance data, recommend improvements, and assess their effectiveness. Section 3 – Accountabilities & Responsibilities Provide expertise in IT Service Management, Service Level Management, CSI, and Service Performance & Governance. Ensure a coordinated approach to improving Ecosystem performance through CSI policies, processes, and standards. Govern CSI across the customer Ecosystem, promoting a CSI culture and sharing best practices. Manage underperformance or areas for improvement via CSI procedures and oversee remediation. Prioritize improvement initiatives based on impact and business alignment. Collaborate with IT operations, process areas, suppliers, and leadership to implement improvements. Assess and document the business impact and ROI of implemented solutions. Support the Service Level Manager in mapping and reviewing service levels, SLAs, OLAs, and UCs. Convert SLAs and UCs into report configurations in ServiceNow, including negotiations. Establish and chair the CSI Forum, define reporting approaches, and manage the CSI Register. Section 4 – Knowledge, Skills, Experience & Qualifications Proficient in all ITIL processes, with at least ITIL v3 Practitioner accreditation. Minimum 3 years\’ experience in CSI, preferably within a multi-tier SIAM model. Minimum 3 years\’ experience in Service Level Management, with practical implementation experience. Experience in defining and configuring SLA report conditions in ServiceNow. Proficient in chairing IT Service Performance/Governance meetings and defining KPIs and metrics. Strong organizational, communication, conflict management, and negotiation skills. Effective at building relationships with suppliers and internal stakeholders. Good analytical and reporting skills, with proficiency in ServiceNow reporting tools. Experience producing governance artifacts like report packs and scorecards. Desirable: experience with audits and third-party reporting tools like Power BI or Tableau. Section 5 – Challenges The role involves managing multiple service providers, internal teams, and suppliers, requiring a structured governance framework that effectively measures and tracks IT performance to ensure stability, quality, and efficiency in line with ITIL standards. Driving improvements and managing underperformance through CSI initiatives is a key challenge. Seniority level Mid-Senior level Employment type Full-time Job function Management and Manufacturing Industries: IT Services and IT Consulting #J-18808-Ljbffr
Contact Detail:
Zensar Technologies Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CIS SERVICE DELIVERY MANAGEMENT-CIS CHANGE MANAGEMENT
✨Tip Number 1
Familiarise yourself with ITIL best practices, especially around Continual Service Improvement (CSI). Being able to discuss specific examples of how you've implemented these practices in previous roles will show your expertise and alignment with the job requirements.
✨Tip Number 2
Network with professionals in the Service Integration and Management (SIAM) field. Attend relevant industry events or webinars where you can connect with current employees at Zensar Technologies or similar companies, as personal connections can often lead to referrals.
✨Tip Number 3
Prepare to discuss your experience with ServiceNow, particularly in configuring SLA report conditions. Be ready to share specific instances where your actions led to measurable improvements in service delivery or performance metrics.
✨Tip Number 4
Demonstrate your negotiation skills by preparing examples of past negotiations with stakeholders or suppliers. Highlight how you successfully managed expectations and achieved favourable outcomes, as this is crucial for the role.
We think you need these skills to ace CIS SERVICE DELIVERY MANAGEMENT-CIS CHANGE MANAGEMENT
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT Service Management, Service Level Management, and Continuous Service Improvement. Use specific examples that demonstrate your expertise in these areas.
Craft a Compelling Cover Letter: Write a cover letter that addresses the key responsibilities of the role. Emphasise your experience with ITIL processes and your ability to drive improvements within a multi-tier SIAM model.
Showcase Relevant Skills: In your application, clearly outline your skills in governance, negotiation, and relationship building. Mention any experience you have with ServiceNow and producing governance artifacts, as these are crucial for the role.
Highlight Achievements: Include specific achievements related to service performance and improvement initiatives. Quantify your successes where possible, such as percentage improvements in service delivery or efficiency gains.
How to prepare for a job interview at Zensar Technologies
✨Showcase Your ITIL Knowledge
Make sure to highlight your understanding of ITIL processes during the interview. Be prepared to discuss how you've applied these principles in previous roles, especially in relation to Service Level Management and Continuous Service Improvement.
✨Demonstrate Your Analytical Skills
Since the role involves assessing performance data and recommending improvements, be ready to share examples of how you've used analytical skills to drive service enhancements. Discuss any tools you've used, like ServiceNow or reporting software, to support your findings.
✨Prepare for Stakeholder Engagement Scenarios
Expect questions about how you manage relationships with various stakeholders, including suppliers and internal teams. Prepare examples that showcase your communication and negotiation skills, particularly in challenging situations.
✨Emphasise Your Experience with Governance Frameworks
Given the focus on governance in this role, be prepared to discuss your experience in establishing and chairing governance meetings. Highlight any specific frameworks you've implemented and how they contributed to improved service delivery.
