ITIL Service Transition Manager

ENDAVA CLUJ NAPOCA SRL

15-12-2014 | EXPIRA LA 14-01-2015

Job expirat

RESPONSABILITATI

We are looking for an intelligent, confident person experienced at working within a Service Design Manager and/or Service Transition Manager ITIL role, within an IT services company, to join Endava’s Service Management team.
The team is responsible for the successful transition of corporate infrastructure projects to SLA-based managed service control, as well as other duties such as developing and improving internal process standards, which govern our future delivery performance.

Responsibilities:
· Working with our clients and client service managers to define service touch points and behaviors
· Ensuring completeness of service management information and service tool configuration
· Translating business SLAs into functional requirements for monitoring, alerting and reporting
· Planning, defining and communicating responses to alerts and appropriate escalation steering
· Awareness training for operational and support staff
· Managing client-facing reporting requirements and information
· Defining new operating processes - regarding every aspect of service management;
· Enforcing minimum standards of accuracy and completeness have been met for documentation, service information, access, security, etc.
· Rationalizing very complex technology into functionally simple alert/stimulus requirements
· Liaison with, and steering of, technical staff, client service managers and project managers
· Managing risks and flagging potential issues at the earliest opportunity
· Reporting to major programme stakeholders and clients


CERINTE

Match Your Skills

The role requires a combination of communication and project management skills with some experience of understanding contracts and the ways complex technical environments must be designed, monitored and managed for maximum uptime.

Mandatory skills:

· Strong written and verbal communication skills in English
· Experience in transitioning IT infrastructure projects to OLA/SLA bound services
· Experience planning/writing support procedures for a large IT support hierarchy
· Knowledge of IT managed service contracts and SLA/OLA structure
· Experience of reporting and working to deadlines
· Experienced with IT Service Management tools
· Experience of using remote monitoring and automatic alerting systems
· Awareness of knowledge bases and structured processes
· Strong understanding of the principles of IT infrastructure services
· Customer oriented – friendly, agile, communicative and confident

Desirable skills:

· Experienced in process engineering principles
· Knowledge of ISO20000, ISO27001 or ISO9001
· Experience of using project management tools
· ITIL v3 expertise (principles of Service Design /Service Transition Management)
· Good knowledge of project management
· Prince2 qualified


DESCRIEREA FIRMEI

Endava is a well-established IT Services company, with over 600 staff operating from our headquarters in London and offices in the UK (London, Oxford), USA (New York), Romania (Bucharest, Cluj-Napoca, Iasi) and Moldova (Chisinau).

We design, implement and manage business-critical systems and digital services for the financial services, telecommunications, media & entertainment and professional services sectors.

Endava is a fast growing organisation where you will find an international environment and rewarding opportunities. You will be involved in challenging projects for some of the world’s leading companies and use proven technology practice.

We always aim to attract the most talented IT professionals as well as experienced business specialists. We foster an environment of learning and sharing, encouraging our staff to develop relevant skills and increase performance. We value proactive professionals and support them in developing their leadership talent.