Service Design and Improvement Manager - ITIL

  • Enterprise ITIL Framework Service Desk Implementation
  • Be able to work collaboratively with various providers
  • Service provider and/or previous Federal Government experience an asset.
Service Design and Improvement Manager with a focus on ITIL framework.

Work at inception stage within a Service Provider who has recently won a bid. An integral role in setting up standards and working to service level agreements in collaboration with other providers.

A challenging role which requiring you to be able to see the big picture, work with different view points to set up and deliver a solution.

Interviews being set up 29 July - don't delay in expressing interest. Submitting an application to act@candlerecruit.com reference CANCCC_KM16661.

Responsibilities:-

  • Attend in governance meetings
  • Ensure coordination of activities within purview across Federal Government Department and Service Providers
  • Demonstrate leadership
  • Develop, implement and maintain ITIL processes across Service Providers
  • Own all ITIL processes - delegate
  • Procedures, work instructions developed within Service Providers to support governing processes
  • Continuous service improvement process with QA Manager.
  • Define procedures for making measurements and determine the tools to be used to support gathering of data, etc.
  • Identify roles, responsibilities for service measurement
  • Define policies to support service measurement.
  • Define business-focused service reporting framework
  • Define and agree policy and rules with business Service Design about how reporting will be implemented and managed.
  • Agree on what to measure and what to report on; definitions of all terms and boundaries; on basis of all calculations.

Skills:-

  • Experience in delivering complex ICT Service management programs
  • Build relationships, influence, negotiate
  • Possess high energy level, sense of urgency, decisiveness, strong work ethic and an ability to work well under pressure.
  • Highly analytic and detail oriented, with ability to demonstrate command of details while articulating to higher level (God).
  • Co-ordinate multiple, concurrent activities, while understanding, managing dependencies and risk.
  • Implement standards, procedures, review process, reporting, escalation
  • Knowledge of internal and external requirements relating to employee supervision and performance management.

Eligibility for federal government clearances is a requirements of this position.