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For Companies At a Glance
- Tasks: Lead IT service improvements and manage performance across teams and suppliers.
- 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 in a dynamic environment with a focus on continuous improvement.
The predicted salary is between 42000 - 84000 £ per year.
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.
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.
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.
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.
CIS SERVICE DELIVERY MANAGEMENT-CIS CHANGE MANAGEMENT employer: JobFlurry
Contact Detail:
JobFlurry 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). Understanding these principles will not only help you in interviews but also demonstrate your commitment to aligning IT services with business objectives.
✨Tip Number 2
Network with professionals in the Service Integration and Management (SIAM) field. Attend relevant industry events or webinars to connect with others who may provide insights or even referrals for the role at Zensar Technologies.
✨Tip Number 3
Prepare to discuss specific examples of how you've implemented process improvements in previous roles. Highlighting your practical experience in Service Level Management and CSI will set you apart from other candidates.
✨Tip Number 4
Showcase your analytical skills by being ready to discuss how you've used data to drive decisions in past projects. Being able to articulate the impact of your initiatives on service performance will resonate well with the hiring team.
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: In your cover letter, explain why you are a great fit for the Senior Service Delivery Manager role. Mention your ITIL v3 Practitioner accreditation and any specific achievements in managing service performance or governance.
Showcase Relevant Skills: Emphasise your skills in negotiation, conflict management, and relationship building with suppliers and stakeholders. Provide examples of how you've successfully implemented improvements in previous roles.
Highlight Analytical Abilities: Discuss your experience with analytical tools and reporting, particularly in relation to ServiceNow and any third-party reporting tools like Power BI or Tableau. This will demonstrate your capability to assess and document business impacts effectively.
How to prepare for a job interview at JobFlurry
✨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 illustrate your negotiation and conflict management skills, as well as how you've successfully collaborated on improvement initiatives.
✨Understand the Role of Governance in Service Delivery
Familiarise yourself with governance frameworks and how they apply to service delivery management. Be ready to discuss how you've implemented governance practices in past roles, particularly in managing underperformance and driving a culture of Continuous Service Improvement.
