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For Companies At a Glance
- Tasks: Lead IT service integration and management for seamless end-to-end service delivery.
- Company: Join Morgan Advanced Materials, a global leader in advanced materials since 1856.
- Benefits: Enjoy remote work options, a diverse culture, and opportunities for continuous improvement.
- Why this job: Make a real impact on sustainability and enhance user experiences in a collaborative environment.
- Qualifications: Bachelor's degree preferred; 5-10 years in IT service management required.
- Other info: Experience with ITSM tools and vendor management is a plus.
The predicted salary is between 48000 - 72000 £ per year.
The Service Integration and Operations Manager ensures IT delivers end-to-end services to agreed performance levels in a consistent and effective SIAM delivery model. They set the Service Integration and management framework for all domains and monitor service levels, process consistency and vendor management. They own and use the ITSM tool as an enabler to continuously improve IT delivery and end-user experience.
Responsibilities:
- Establish and mature the Service Integration and Management Framework.
- Responsible for creating and implementing a Service Integration and Operations and management framework where end-to-end services can be delivered.
- Own and manage the IT Service Catalogue, the ITSM tool, the core ITSM processes and all related artefacts and templates.
- Enable multi-sourced delivery models by implementing fit-for-purpose vendor management processes and governance.
- Enable service performance and continuous improvement.
- Facilitate and support the Service Delivery teams to perform in an optimal and consistent way within the Service Management Framework.
- Support and facilitate Service Introduction and Operational Readiness for all new and changing services.
- Monitor overall service performance and trends to identify opportunities, issues and risks and collaborate with the teams to address these items.
- Drive end-user experience and self-service as Platform Owner of ITSM Platform.
- Define and implement ITSM continuous improvement roadmap, focusing on end-user experience, automation and information.
- Ensure (end-user) information and documentation quality is fit-for-purpose.
- Ensure up-to-date CMDB in ITSM tool.
- Drive Operational Efficiency through leading Service Management Office.
- Lead Global Service Desk function to be a first point of customer contact.
- Define and drive software and hardware asset management capability.
- Collaborate with other domain teams on service delivery across functions and regions.
- Collaborate with information security and compliance to ensure services adhere to requirements.
- Contribute to building a One IT inclusive culture.
- Engage with Subject Matter Experts with sufficient understanding of the technology.
- Clear communication of options and trade-offs to stakeholders at all levels.
Qualifications:
- A bachelor's degree in Business, Information Technology, or a related field is typically preferred.
- Relevant certifications or training in IT service management, ITIL (Information Technology Infrastructure Library), or related disciplines can be advantageous.
- 5-10 years of experience in IT service management, Service Integration and Operations, or a related role.
- Demonstrated experience in managing Service Integration and Operations across various IT domains or vendors.
- Strong knowledge of IT service (and integration) management principles and practices.
- Excellent communication and interpersonal skills for effective collaboration with cross-functional teams, vendors, and stakeholders.
- Proficiency in IT Service Integration and Operations, ensuring that services from various providers work together seamlessly.
- Problem-solving skills to address complex issues and conflicts related to Service Integration and Operations.
- Project management abilities to plan, implement, and oversee Service Integration and Operations initiatives.
- Data analysis for monitoring and optimizing service performance.
- Vendor management and contract negotiation for third-party service providers.
- Compliance and security awareness for ensuring regulatory requirements are met during Service Integration and Operations.
- Change management expertise to facilitate and manage changes in the service environment.
- Documentation skills to maintain records and documentation related to Service Integration and Operations processes.
- Desirable ITSM Tooling experience with FreshService Automation and AI adoption.
- Training or presentation experience.
Service Integration and ITSM Manager employer: Morgan Advanced Materials
Contact Detail:
Morgan Advanced Materials Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Integration and ITSM Manager
✨Tip Number 1
Familiarise yourself with the ITSM tools commonly used in the industry, especially FreshService, as this role requires proficiency in ITSM tooling. Understanding how these tools facilitate service integration and management will give you a significant edge.
✨Tip Number 2
Network with professionals in the IT service management field, particularly those who have experience in Service Integration and Operations. Engaging with them can provide insights into the role and may even lead to referrals.
✨Tip Number 3
Stay updated on the latest trends and best practices in IT service management and integration. This knowledge will not only help you during interviews but also demonstrate your commitment to continuous improvement in the field.
✨Tip Number 4
Prepare to discuss specific examples of how you've successfully managed service integration or improved service delivery in previous roles. Concrete examples will showcase your problem-solving skills and ability to drive operational efficiency.
We think you need these skills to ace Service Integration and ITSM Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT service management and Service Integration. Use keywords from the job description to demonstrate that you meet the qualifications and competencies required for the role.
Craft a Compelling Cover Letter: Write a cover letter that specifically addresses the responsibilities outlined in the job description. Explain how your background and skills align with the company's purpose and how you can contribute to their goals.
Showcase Relevant Experience: In your application, provide specific examples of your past work in IT service management, particularly in areas like vendor management, service performance monitoring, and continuous improvement initiatives. Quantify your achievements where possible.
Proofread and Edit: Before submitting your application, carefully proofread your documents for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial for this managerial role.
How to prepare for a job interview at Morgan Advanced Materials
✨Understand the Service Integration Framework
Make sure you have a solid grasp of the Service Integration and Management framework. Be prepared to discuss how you would establish and mature this framework, as well as your experience with ITSM tools and processes.
✨Showcase Your Vendor Management Skills
Highlight your experience in managing vendor relationships and implementing governance processes. Be ready to provide examples of how you've enabled multi-sourced delivery models in previous roles.
✨Emphasise Continuous Improvement
Discuss your approach to driving continuous improvement in service delivery. Share specific instances where you've identified opportunities for enhancement and how you implemented changes to improve end-user experience.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle complex issues related to Service Integration and Operations. Think of examples from your past experiences that demonstrate your analytical and decision-making capabilities.
