ITSM

Energy/Utilities industry experience is 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

· Responsbile 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.

· Working 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