Role Overview
We are seeking an experienced ITSM Consultant with a focus on Service Level Management and Measurement and Reporting to lead the design and implementation of these practices for a prestigious client. This role will involve establishing Service Level Agreements (SLAs) aligned with business services, underpinning agreements, and Experience Level Agreements (XLAs) to enhance the overall IT service experience. Additionally, you will develop a Reporting and Measurement Framework that provides the necessary visibility for effective management and continuous improvement.
Your Responsibilities
- Define and communicate the overall mission of the practice, including its roadmap, goals, and objectives to all stakeholders.
- Align, document, and maintain policies, processes, and procedures, ensuring regular reviews are conducted.
- Resolve any cross-functional issues that may arise.
- Lead the creation and agreement of all SLAs, XLAs, Key Performance Indicators (KPIs), and Critical Success Factors (CSFs) for all practices.
- Coordinate design and build activities within a multivendor environment.
- Support the RFP and contracting processes related to all Underpinning Contracts (UCs) and Operational Level Agreements (OLAs).
- Apply organisational design principles to Service Level Management and Measurement and Reporting.
- Assist in identifying Service Owners to lead and manage SLAs.
- Ensure consistent service delivery across the organisation, integrating with other processes, systems, teams, and roles.
- Establish a Measurement and Reporting Model for all Digital & Technology (D&T) that provides a clear overview of reporting across the IT enterprise.
- Create and operate a Governance Model for Service Level Management.
- Implement monitoring, measurement, and reporting systems for practice performance, presenting insights to senior management.
- Foster a culture of continual improvement within Service Level Management and Measurement and Reporting.
What you'll need to succeed
- Strong understanding of ITIL Best Practices (V3 / ITIL4). Minimum ITIL Foundation certification.
- Proven leadership experience in defining/strategising, designing, and establishing a Service Level Management and Measurement and Reporting Practice.
- In-depth knowledge of the role of Service Level Management and Measurement and Reporting within enterprise environments.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with diverse stakeholders at various levels.
- Experience in dynamic operational settings with evolving timelines and requirements.
- Familiarity with enterprise Service Management solutions, Customer Satisfaction (CSAT) and User Experience (UX) solutions, and Reporting and Analytic Tools.
- Experience with BMC Helix and ITSM Toolsets/Ticketing Systems
What you'll get in return
- Initial 6 Months contract with the opportunity for extension
- Competitive daily rate outside IR35
- Hybrid working available
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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