The person fulfilling this role may need to travel to UK or Internationally as expected by the IT or Business for, and not limited to, reporting automation, supporting process assessment, or continual improvement related activities.
Responsibilities
Service Reporting of IT Service Operations process and its targets such as Incident Management, Request Fulfilment and Event Management etc.
Build IT process and technical documents, scorecard and management packs as per requirements and deadlines
Negotiate requirements and deadlines with stakeholders for delivery of documents
Maintain Service Reporting Tracker. Ensure reports are delivered within deadline and with highest quality standards
Ensure process documents and service reports are audit compliant
Ensure Critical Success Factors(CSF) and Key Performance Indicators (KPI) for Service Operations processes are measured, assessed and reported
Review and resolve reporting issues. Communicate reporting changes
Review key performance indicators and identify improvement activities on Service Reporting and Process compliance
Engage with stakeholders so service reporting run smoothly
Facilitate process reviews and trainings as per the timelines defined
Support Service Level Agreement reviews and changes
Conduct data analysis and produce reports, findings, improvement opportunities on an on-going basis
Support audit requirements and compliance to standards
Maintain the company’s compliance standards and ensure timely completion of all mandatory on-line training modules and attestations
Qualification
GSCE/GCE qualifications in both maths and English are essential
Bachelor’s Degree qualification is essential
ITIL V3/V4 certification is essential
ITIL V3 Service Operations and Service Transition or Continual Service Improvement certifications are desirable
Quality & Process related certifications are desirable
Experience Requirements
5 years previous experience in Service Delivery, Service Reporting is essential and Service Level Management is desirable
3 to 5 years previous experience in automation of reporting is essential
3 to 5 years previous experience in Service Now is essential
7 years overall experience in IT is essential
Knowledge Requirements
Excellent knowledge of Service Reporting, Service Level Management & Continual Service Improvement.
Detailed knowledge of the IT Service Operations processes is essential
Detailed knowledge of the ITSM Best practices is essential
Detailed knowledge of the ISO 20K, 27K, 9K is desirable
Basic knowledge of IT Infrastructure technologies used in a banking domain in desirable
Please email [email protected] to apply.
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