Job Description

You have Process ownership of the following processes:

• Service Level Management
• Service Portfolio Management
• Service Catalogue Management
• Strategy Management
• IT Financial Management
• Risk Management
• Business Relationship Management
• Supplier Management
• Continual Service Improvement

You'll be accountable for the performance of the operational processes, as dictated by the Critical Success Factors and Key Performance Indicators for the respective process area. This role is crucial in quickly improving ITSM maturity. We do this through providing leadership and mentorship as well as subject matter expertise on ITIL best practice. Coupled with monitoring process adherence and effectiveness, providing coaching and mentoring to process managers and supporting staff and representing the operational area in key governance forums with the client.

Key Responsibilities

• Process owner for Service Design processes
• Ensure the strategy is reflected in design and consistent design
• Coordinate all design activities and resourcing
• Manage and maintain service portfolio, market and manage processes to keep portfolio up to date and attractive
• Ensure all services are recorded in catalogue
• Keep the catalogue relevant and aligned with portfolio and CMS
• Build credible relationships with customers and make sure the customers is happy with services
• Identify customer needs and match to portfolio
• Review contracts and performance
• Responsible for communicating the vision of the process across the IT organization to ensure awareness.

Required Knowledge, Skills, and Abilities

You need to have: Understands service delivery models. Previous Service design / Architect experience with a professional SM qualification such as ITIL Capability Certificate for Planning, Protection and Optimization. Experience of leading delivery to strict deadlines and timeframes. Assertive and pragmatic leader. Motivated and passionate about making a difference. Takes accountability and ownership for delivering good service. Partner management and communication. Budget track record.