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For Companies At a Glance
- Tasks: Manage IT service delivery, ensuring performance meets SLAs and KPIs.
- Company: Join a leading player in the Energy/Utilities sector, driving innovation and efficiency.
- Benefits: Enjoy flexible working options, competitive pay, and opportunities for professional growth.
- Why this job: Be part of a dynamic team focused on continuous improvement and impactful service delivery.
- Qualifications: Experience in Energy/Utilities and knowledge of ITIL practices are essential.
- Other info: This role includes on-call responsibilities and offers a chance to work with diverse stakeholders.
The predicted salary is between 36000 - 60000 £ per year.
Energy/Utilities industry experience is a must.
Key Responsibilities
- Service Delivery Management: Oversee the performance of IT services, ensuring they meet agreed service levels (SLAs) and key performance indicators (KPIs). Ensure all services are delivered on time, securely, and where appropriate, within the associated commercial and contractual obligations. Manage relationships with third-party service providers and internal stakeholders to ensure effective service delivery as per agreed SLAs/OLAs. Responsible for overseeing the knowledge management process and related activities, including the capturing, sharing and accessibility of knowledge articles within ServiceNow.
- SIAM-based Supplier Coordination: Implement and manage the SIAM model to ensure cohesive end-to-end service delivery by overseeing vendor interdependencies and ensuring compliance with service level agreements. Act as the primary point of contact between Client internal teams and external service providers for IT service related issues and escalations.
- Major Incident Management (MIM): Accountable for effective management of the major incident management process ensuring that all major incidents are resolved in a timely manner. Accountable for ensuring all key stakeholders are engaged and deliver in line with their agreed responsibilities. Responsible for providing the MIM service as an out of core hours on call service on a rota basis.
- Continuous Service Improvement (CSI): Regularly review IT service performance and identify opportunities for improvements across those associated services. Implement and maintain ITIL-based continuous improvement initiatives to enhance efficiency, reduce costs, and improve service quality. Gather feedback from stakeholders and end-users to drive improvements in IT services.
- Governance and Compliance: Ensure compliance with industry regulations, data protection laws, and Client internal IT governance policies associated with Service Management and IT Security. Conduct regular service reviews with suppliers to ensure adherence to contracts and agreed performance standards. Create, publish and maintain an agreed suite of service reports for all key stakeholders. Maintain accurate related documentation for audit and compliance reviews.
- Risk Management: Proactively manage service-related risks, including those arising from supplier relationships, system vulnerabilities, or regulatory changes. Work with Service Continuity Management to ensure contingency plans and disaster recovery protocols are implemented and maintained to mitigate the impact of service outages or critical incidents.
- Stakeholder Communication and Engagement: Act as the bridge between technical teams, suppliers, and business stakeholders, ensuring clear and transparent communication regarding service performance, incidents, and improvements. Provide regular updates to senior management on service performance, risks, and upcoming changes.
Contact Detail:
Vallum Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ITSM
✨Tip Number 1
Familiarise yourself with the Energy and Utilities industry. Understanding the specific challenges and regulations in this sector will help you demonstrate your expertise during interviews and discussions.
✨Tip Number 2
Network with professionals in IT Service Management, especially those with experience in SIAM models. Attend industry events or join relevant online forums to connect with potential colleagues and learn about best practices.
✨Tip Number 3
Brush up on your knowledge of ITIL frameworks and continuous service improvement methodologies. Being able to discuss these concepts confidently will show that you're well-prepared for the role.
✨Tip Number 4
Prepare examples from your past experiences where you've successfully managed service delivery or resolved major incidents. Real-life scenarios can illustrate your problem-solving skills and ability to handle pressure.
We think you need these skills to ace ITSM
Some tips for your application 🫡
Highlight Relevant Experience: Make sure to emphasise your experience in the Energy/Utilities industry. Use specific examples from your past roles that demonstrate your understanding of service delivery management and compliance with SLAs and KPIs.
Showcase ITIL Knowledge: Since the role involves continuous service improvement and governance, highlight your knowledge of ITIL practices. Mention any relevant certifications or training that showcase your expertise in IT service management.
Detail Stakeholder Management Skills: Illustrate your ability to manage relationships with both internal stakeholders and third-party service providers. Provide examples of how you've successfully communicated and engaged with different teams to ensure effective service delivery.
Focus on Problem-Solving Abilities: Given the emphasis on major incident management, describe situations where you effectively managed incidents or resolved service-related issues. Highlight your approach to risk management and how you ensured compliance with industry regulations.
How to prepare for a job interview at Vallum Associates
✨Showcase Your Industry Knowledge
Since experience in the energy/utilities industry is a must, make sure to highlight your relevant background. Discuss specific projects or roles where you managed IT services within this sector, demonstrating your understanding of its unique challenges and requirements.
✨Emphasise Service Delivery Management Skills
Prepare examples that illustrate your ability to oversee IT service performance and manage SLAs/KPIs. Be ready to discuss how you've ensured timely and secure service delivery in previous roles, as well as how you handled relationships with third-party providers.
✨Demonstrate Incident Management Experience
Major Incident Management is a key responsibility for this role. Share your experiences in managing major incidents, focusing on your approach to resolving issues quickly and effectively while keeping stakeholders informed throughout the process.
✨Highlight Continuous Improvement Initiatives
Discuss any initiatives you've led or contributed to that focused on continuous service improvement. Be prepared to share how you gathered feedback from users and stakeholders to drive enhancements in IT services, showcasing your commitment to efficiency and quality.
