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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 IT service management and knowledge of industry regulations is essential.
- Other info: This role includes on-call responsibilities and offers a chance to work with diverse teams.
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 ITIL frameworks and best practices, as they are crucial for the ITSM role. Understanding how to implement continuous service improvement initiatives will set you apart from other candidates.
✨Tip Number 2
Network with professionals in the Energy/Utilities sector to gain insights into industry-specific challenges and solutions. This can help you tailor your approach and demonstrate your understanding of the unique demands of the sector during interviews.
✨Tip Number 3
Prepare to discuss your experience with major incident management and how you've successfully resolved incidents in the past. Highlighting specific examples will showcase your ability to handle high-pressure situations effectively.
✨Tip Number 4
Stay updated on compliance regulations and data protection laws relevant to the ITSM field. Being knowledgeable about these areas will demonstrate your commitment to governance and risk management, which are key aspects of the role.
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 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 certifications related to ITIL, service management, or risk management, be sure to include them in your application. This will demonstrate your commitment to professional development and your understanding of industry standards.
Showcase Communication Skills: Since the role involves stakeholder communication and engagement, provide examples in your application that showcase your ability to communicate effectively with both technical teams and business stakeholders. This could be through project descriptions or specific achievements.
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 any relevant experience you have. Discuss specific projects or roles where you managed IT services and how they relate to the energy sector.
✨Demonstrate Service Delivery Management Skills
Be prepared to discuss your experience with overseeing IT service performance. Provide examples of how you've ensured services met SLAs and KPIs, and how you managed relationships with third-party providers.
✨Highlight Continuous Improvement Initiatives
Talk about your approach to continuous service improvement. Share specific instances where you identified opportunities for enhancement and implemented ITIL-based initiatives that led to improved service quality.
✨Prepare for Major Incident Management Scenarios
Expect questions related to major incident management. Be ready to explain how you've handled major incidents in the past, including your role in engaging stakeholders and ensuring timely resolutions.
