Find a job 
Featured Companies 
Featured Universities 
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 the Energy/Utilities industry is essential; familiarity with ITIL practices preferred.
- Other info: This role includes on-call responsibilities and offers a chance to work with diverse stakeholders.
The predicted salary is between 42000 - 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.
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 who have experience in the Energy/Utilities sector. Attend industry events or join relevant online forums to build connections that could lead to job opportunities.
✨Tip Number 3
Brush up on your knowledge of ITIL and SIAM frameworks. Being able to discuss these methodologies confidently will show that you're well-prepared for the responsibilities outlined in the job description.
✨Tip Number 4
Prepare examples of how you've successfully managed service delivery and incident management in previous roles. Real-life scenarios will help you illustrate your capabilities and fit for the position.
We think you need these skills to ace ITSM
Some tips for your application 🫡
Highlight Relevant Experience: Make sure to emphasise your experience in the Energy/Utilities industry. Use specific examples that demonstrate your understanding of the sector and how it relates to IT service management.
Showcase Service Delivery Skills: Detail your experience in service delivery management, particularly in overseeing IT services and managing SLAs and KPIs. Include any relevant metrics or achievements that illustrate your success in these areas.
Demonstrate Knowledge Management Expertise: Discuss your familiarity with knowledge management processes, especially within ServiceNow. Highlight any initiatives you've led or contributed to that improved knowledge sharing and accessibility.
Communicate Stakeholder Engagement: Illustrate your ability to manage relationships with both internal stakeholders and third-party service providers. Provide examples of how you've effectively communicated and engaged with various parties to ensure successful service delivery.
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 projects or roles you've had. Discuss specific challenges and how you overcame them, demonstrating your understanding of the sector.
✨Emphasise Service Delivery Management Skills
Prepare examples that showcase your ability to oversee IT services and manage SLAs and KPIs. Be ready to discuss how you've ensured timely and secure service delivery in previous roles.
✨Demonstrate Stakeholder Engagement
Talk about your experience in managing relationships with both internal stakeholders and third-party service providers. Provide examples of how you've effectively communicated and resolved issues to ensure smooth service delivery.
✨Highlight Continuous Improvement Initiatives
Be prepared to discuss how you've identified opportunities for service improvements in past roles. Share specific ITIL-based initiatives you've implemented and the positive outcomes they achieved.
