Business Engagement and Service Management Lead

Your new role

As the Business Engagement and Service Management Lead, you'll join an expanding Service Management team where you'll bridge the gap between technology and business users. You'll provide expert guidance on Service Management processes, ensuring continuous service improvement and excellence in service delivery. Working within the IT Service Delivery team, you'll manage service-level agreements, build strong stakeholder relationships, and champion best practices across the organisation. You'll have numerous opportunities to develop your skills through formal training and practical experience. Your responsibilities will include:

• Delivering day-to-day Service Level Management, Service Delivery Management and Business Relationship Management
• Establishing and maintaining relationships with key business and Technology Division stakeholders
• Preparing and publishing SLA and performance management reports for business stakeholders
• Conducting divisional service reviews to ensure alignment with business needs
• Serving as the point of escalation for Service Management, Problem and Incident Management issues
• Line management of 2 Service Managers, supporting their development and effectiveness
• Monitoring, managing, and reporting on IT service performance across the organisation

What you'll need to succeed

• ITIL v4 Foundation qualification (must be clearly stated on CV or application will be disqualified)
• Significant recent professional experience in IT Service Management roles with a Business Relationship and Service Management focus (lead criteria)
• Experience of line and task management within an IT Service Management or Business Relationship Management environment
• Extensive experience in IT Service Management, managing and reporting on SLAs
• Proven experience in Business Relationship Management from a technology perspective
• SFIA skills at Level 6 in:
  • Service level management
  • Stakeholder relationship management
• Strong line management experience
• Excellent written and oral communication skills with the ability to produce reports and deliver presentations at an organization-wide level to senior leadership and large groups
• Demonstrable experience of checking progress against targets, reporting as necessary, and taking action to resolve exceptions

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 on your career.

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