Job Level
Mid-LevelSenior
About the role
- Reporting to the Director of Technical Support (Americas) Manager of Service Management and working with Senior Service Managers
- Deliver Service Management across supported products including Incident, Change, Problem, Event management
- Work closely with wider Technology and Operations to support Product roadmap delivery and operations from a Service perspective
- Support delivery of wider Global Service and Operations roadmap items and team improvement plans
- Build strong working relationships with internal and external stakeholders including the Customer
- Manage suppliers effectively on all Service Management aspects to ensure excellent customer service
- Maintain metrics and insights to track performance, analyse trends, recurring issues and SLA achievement and uptime data
- Support the transition of products in and out of service
- Track and respond to trends or changes in SLAs, Changes, Incidents, and service to customers or from suppliers
- Communicate effectively to customers and internal stakeholders on service related matters (changes, maintenance, new features, incidents)
- Provide 24 x7 support rota for major or high priority incident management
- Perform daily maintenance activities supporting Service Management practices
Requirements
- ITIL Service Management Foundation (V4)
- Experience across the breadth of ITIL Practices
- Worked in Service Management role or equivalent
- Experience with Service Desk tools (preferably JIRA)
- Proficiency with Office 365
- Strong background in delivering quality of service and products to customers
- Willingness to provide 24 x7 support rota for major or high priority incident management