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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 43200 - 72000 £ 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.
ITSM employer: Vallum Associates
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 and major incident management. Attend industry events or join relevant online forums to build connections that could lead to referrals.
✨Tip Number 3
Prepare to discuss your experience with ITIL frameworks and continuous service improvement initiatives. Be ready to share specific examples of how you've implemented these practices to enhance service delivery.
✨Tip Number 4
Showcase your communication skills by preparing to explain complex technical concepts in simple terms. This will be crucial when acting as a bridge between technical teams and business stakeholders.
We think you need these skills to ace ITSM
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in the Energy/Utilities industry. Emphasise your skills in service delivery management, major incident management, and continuous service improvement, as these are key responsibilities for the ITSM role.
Craft a Strong Cover Letter: In your cover letter, explain why you are passionate about IT service management and how your previous experiences align with the job requirements. Mention specific examples of how you've successfully managed service delivery or improved processes in past roles.
Highlight Relevant Certifications: If you have any ITIL or other relevant certifications, make sure to include them in your application. This shows your commitment to best practices in service management and enhances your credibility for the role.
Showcase Communication Skills: Since stakeholder communication is crucial for this position, provide examples in your application that demonstrate your ability to communicate effectively with both technical teams and business stakeholders. This could be through project summaries or specific achievements.
How to prepare for a job interview at Vallum Associates
✨Showcase Your Industry Knowledge
Make sure to highlight your experience in the Energy/Utilities industry during the interview. Discuss specific projects or challenges you've faced and how you overcame them, as this will demonstrate your understanding of the sector's unique demands.
✨Understand ITIL and SIAM Principles
Familiarise yourself with ITIL and SIAM frameworks, as they are crucial for the role. Be prepared to discuss how you've applied these principles in previous roles, particularly in service delivery management and continuous service improvement.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions related to major incident management and stakeholder communication. Think of examples where you've successfully managed incidents or improved service delivery, and be ready to explain your thought process and actions.
✨Demonstrate Strong Communication Skills
As the role involves liaising with various stakeholders, it's essential to showcase your communication skills. Practice articulating complex technical information in a clear and concise manner, ensuring that you can bridge the gap between technical teams and business stakeholders.
