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For Companies At a Glance
- Tasks: Lead high-quality IT service delivery and manage major incidents effectively.
- Company: Join a forward-thinking Council dedicated to operational excellence.
- Benefits: Competitive salary, professional development, and additional payment for out-of-hours support.
- Why this job: Make a real impact on IT services while enhancing your leadership skills.
- Qualifications: Degree or equivalent experience, ITIL certifications, and strong communication skills.
- Other info: Dynamic role with opportunities for career growth and collaboration across diverse teams.
The predicted salary is between 54000 - 58000 £ per year.
Overview
Job Description: IT Service Management Specialist Grade 9 – £54,267-£58,461pa
We’re seeking a dynamic and experienced IT Service Management Specialist to lead the delivery of high-quality IT services across the Council. This role is central to ensuring operational excellence through the application of ITIL principles, with a strong focus on Major Incident Management, Problem Management, and Service Level performance.
Responsibilities
- Leading the Council\’s response to Major Incidents, ensuring swift coordination, resolution, and communication across stakeholders.
- Managing the Problem Management lifecycle—diagnosing root causes, implementing preventative measures, and maintaining documentation within the configuration management system.
- Monitoring and reporting on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to ensure consistent and reliable service delivery.
- Overseeing third-party support contracts, negotiating service credits, and enforcing contractual terms to maintain high standards.
- Maintaining and publishing a clear and accessible Service Catalogue, ensuring users understand available services and how to access them.
- Managing IT assets issued to end-users, including secure storage, distribution, reassignment, and disposal.
- Supporting financial planning and budget monitoring, identifying risks to expenditure and providing timely reports.
- Deputising for the Head of IT Service Delivery and participating in out-of-hours support on a rota basis (additional payment provided).
- Leading stakeholder engagement strategies, including complaint handling, issue resolution, and lessons learned.
- Promoting financial and commercial awareness to ensure value-for-money service delivery.
- Maintaining accurate records of systems, services, contracts, and assets in the Configuration Management Database (CMDB).
- Supporting risk identification, assessment, and mitigation across IT service delivery.
Qualifications
- A degree or equivalent work-related attainment or experience.
- Relevant certifications aligned with ITIL and service management (e.g., ITIL Foundation or Practitioner).
- Proven experience in managing major incidents, problem resolution, and service level performance.
- Strong understanding of ITIL processes and their impact on service delivery and user experience.
- Experience managing supplier relationships and contractual obligations.
- Excellent communication and stakeholder engagement skills.
- Leadership in operational management and collaborative working across diverse teams.
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IT Service Management Specialist employer: London Borough of Havering
Contact Detail:
London Borough of Havering Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Management Specialist
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT service management field. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by brushing up on ITIL principles and your experience with major incidents. Be ready to share specific examples of how you've handled challenges in the past. This will show potential employers that you’re not just talk—you’ve got the skills to back it up!
✨Tip Number 3
Don’t forget to tailor your approach! When applying through our website, make sure your application highlights your relevant experience in problem management and service level performance. Customising your application can really make you stand out from the crowd.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. Mention something specific from your conversation to remind them why you’re the perfect fit for the IT Service Management Specialist role.
We think you need these skills to ace IT Service Management Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Service Management Specialist role. Highlight your experience with ITIL principles, major incident management, and problem resolution. We want to see how your skills align with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about IT service management and how you can contribute to our team. Be sure to mention any relevant certifications and experiences that make you a great fit.
Showcase Your Achievements: When detailing your work experience, focus on specific achievements rather than just duties. Did you improve service delivery or enhance stakeholder engagement? We love numbers, so if you can quantify your successes, even better!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy!
How to prepare for a job interview at London Borough of Havering
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL principles, especially around Major Incident Management and Problem Management. Be ready to discuss how you've applied these in past roles, as this will show your understanding of their impact on service delivery.
✨Prepare Real-Life Examples
Think of specific instances where you've successfully managed major incidents or improved service levels. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easier for interviewers to see your problem-solving skills in action.
✨Understand the Council's Needs
Research the Council’s current IT services and any recent challenges they’ve faced. This will help you tailor your responses to demonstrate how you can add value and improve their service delivery, showing that you're genuinely interested in the role.
✨Engage with Stakeholder Scenarios
Be prepared to discuss how you would handle stakeholder engagement and complaint resolution. Think about strategies you've used in the past and be ready to share how you would apply them in this new role to ensure smooth communication and collaboration.