Job Description:
IT Service Improvement Manager

Our client in the Legal industry is on a search for an IT Service Improvement Manager to implement and develop ITIL compliant Service Management processes and own and drive positive, incremental and on-going service improvement activities within the service delivery lifecycle.
KPIs

Define, design and implement a Service Improvement framework that will be used to drive Continual Service Improvement across Global IT Services.
Be accountable for driving continuous, incremental improvements to the delivery of services by using the CSI Register and its’ prioritisation. The CSI Manager is not responsible for plans assigned to other owners, but is accountable for tracking and escalating delinquent plans.
Work closely with business & IT Service owners ensuring continuous service improvements are made and implemented, and appropriately prioritised.
Measure and report across the IT function on Team performance targets and attainment against Service Levels Agreements (and inter-operating with any defined Service Level Management processes).
Identify appropriate actions designed to improve overall IT delivery,including assisting teams to analyse data relating to their own performance and establish methods to improve services they are responsible for in the form of Service Improvement Plans (SIPs).
Promote and raise the profile of Continual Service improvement to the operational teams to embed a performance management culture, delivering in-house training/briefing sessions on service reviews, improvements and best practices.
Present improvement recommendations to senior management and the Leadership team, including any Risk Assessments or known cost factors which may be relevant.
Responsible for the Change and Release processes striving for minimising disruption and downtime to systems and services
Responsible for Incident Management and ensuring service operations are restored as soon as possible, minimising the adverse impacts to the business. Flowing through into Problem Management to effectively identify the root cause of the issue and to put remediation steps in place to prevent re-occurring problems.
Participate in the Change Advisory Board (CAB) meetings and ServiceNow Steering Group meetings.
Drive the IT Service Management roadmap, which will deliver a number of service improvements and enhanced credibility initiatives

Qualifications

College degree (required)
Certified in Business improvement methodologies (desirable)
Certified ITIL Expert or working towards Expert certification
Exp

At least five years' demonstrable experience in a similar role, with an emphasis on service improvement activity
Operational experience of service delivery and IT Service Management and a demonstrable understanding of the ITIL Service Lifecycle
Strong experience and knowledge of ITSM, in particular the Management principles, methodologies, and tools.
Experience in defining, updating, deploying ITSM/ITIL processes for mid-large corporate organisation.
Prior configuration management within a Service Management tool e.g. ServiceNow