IT Service Operations Lead - Incident & Problem Management, ITIL v3, ITIL v4

IT Service Operations Lead - Incident & Problem Management, ITIL v3, ITIL v4

Our leading Insurance client are looking to recruit an IT Service Operations Lead (Incident & Problem Management, ITIL v3, ITIL v4) to provide governance and assurance to the management of incidents and problems within the firms Service Management team with the aim of providing absolute Service Excellence and a superior customer experience.

The right IT Service Operations Lead (Incident & Problem Management, ITIL v3, ITIL v4) will work alongside their third party outsourced partner to drive maturity and continuous improvement

Key Accountabilities for this IT Service Operations Lead (Incident & Problem Management, ITIL v3, ITIL v4):

• Ensure the end-to-end Incident and Problem Management processes are coordinated and performed according to the agreed processes and are managed effectively by our outsourced partner.
• Ensure Post Incident Reviews (PIRs) for high priority incidents occur when and where required and obtain relevant and timely documentation.
• Oversight of the Service Desk function provided by our 3rd party outsourced provider
• Oversight of the engagement with the Workplace Services function provided by our 3rd party outsourced provider
• Assist with and manage escalations through to resolution where required
• Work alongside our outsourced suppliers sharing information and promoting best practice
• Manage the maintenance of the policy and process documentation within area of scope
• Manage adherence to IT Group Controls with specific focus on SOX (JSOX) controls
• Management of partner delivery against contractual obligation for area of scope

For this IT Service Operations Lead (Incident & Problem Management, ITIL v3, ITIL v4) opportunity there are some qualifications and experience you to have. These include:

• A extensive understanding of ITIL disciplines, preferably ITIL v3 Service Operations. ITIL v4 Foundation would be beneficial
• Significant Operational understanding drawn from substantial relevant experience
• Good interpersonal skills, ability to communicate to technical and non-technical colleagues and the ability to communicate effectively at all levels
• A strong desire to problem solve and drive the right outcomes
• Proven experience of working with an IT outsourced 3rd party service provider including evidence of driving continuous improvement through that partner team