Service Management Specialist

The Role:

This role is well suited to the experienced IT professional who would relish to chance to operate both as part of a team of fellow professionals, but also with the drive and initiative to work with autonomy.

Key Responsibilities:

• Responsible for the deployment of the processes. Evaluates performance metrics against the defined critical success factors and institutes actions to correct shortcomings or further streamline the process as necessary
• Responsible for the execution of the process controls, ensuring that internal support groups, vendors, suppliers, customers comply with process and data standards.
• Coordinate and collaborate process delivery involving internal support groups, vendors, suppliers, customers and manage any roadblocks
• Interfaces with other processes and/or business functions to ensure they are able to leverage the benefits provided by the ITIL processes
• Manages and leverages existing toolset functionality to support the effective and efficient delivery of the Processes • Ensure that KPIs are reported, and their targets met
• Coordination with suppliers, contractors, 3rd parties, etc.
• Identifies opportunities and submits proposals for improvement with respect to tools, staff, training, process, procedures and work instructions
• Please note that this job description is subject to ongoing review as new demands and best working practises are considered, agreed and implemented

Skills & Experience:

• Operational ownership of one of at least one of the following processes:

1. Configuration and Asset Management
2. Software Asset Management
3. Incident Management
4. Request Management
5. Knowledge Management
6. Problem Management
7. Change and Release Management

• ITIL Operational experience and a strong knowledge of ITIL v3 and ISO 20000
• A track record of operating and managing within an IT Service Management environment
• Good level of technical understanding
• Track record for delivering demand reduction and shift left mentality
• Successful track record of achieving performance and delivery targets

Experience (desirable):

• Exposure to ServiceNow, including working with development team members to implement tool enhancements in the promotion of service improvement and bug fixing
• ITIL Intermediate / Practitioner certified

At Telefónica Tech, we believe inclusion is the bridge that empowers everyone to be their authentic selves. We celebrate and respect our differences because diversity drives innovation and makes us stronger.
 
Be yourself with us, and feel that you belong. 

We welcome applicants from all backgrounds and identities regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation. 
 
We are also committed to equity, accessible hiring practices, and creating an inclusive culture through many means including TogetHer (Women's network) and our Employee Resource Groups which include Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE (African and Caribbean heritage network), and Sustainability.

 We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for role, please get in touch.