Senior Service Manager

Senior Service Manager - £540 - £590 per day inside IR35 (Hybrid, Corsham)

APPLICANTS MUST HOLD ACTIVE SC SECURITY CLEARANCE.

Responsible for supporting a defence customer and the incident process. As well as business analyst skills the role requires significant customer relationship management and a basic technical understanding of cloud technologies.

Requires a good understanding of ITSM tooling and work between teams to optimise and drive adoption of Incident, Service / Change request Management within new tooling (Jira Service Mgmt/Jira).

Requires a thorough knowledge of core ITIL processes (Incident Management, Request Fulfilment, Change Request as a minimum).

Drive adoption of a Level one Incident Service Desk with an outsourced provider.

An understanding of Agile methodologies is essential, and DevOps desirable.

Expectation to operate broadly at SFIA level 5 and be able to demonstrate the following SFIA competencies: Incident Management, Service Catalogue Management, Service Acceptance, Relationship Management, Business Analysis, Requirements Definition and Management.

Responsibilities include:

• Work with Service Analysts to understand current ‘As Is’ process status (Incident/Request Fulfilment/ Change control).
• Work with Customer Engagement to understand project milestones/objectives with JIRA Service Management.
• Work with all stakeholders to develop processes and ITSM tooling.
• Assist Change Management with ‘as is’ and ‘to be’ processes for JSM Transition.
• Work with Change Management to assist in upgrading transition process (including introduction of a light touch OAC to onboard new services).
• Support FinOps process, implementing improvements where necessary
• Develop service reporting following transitional activities to utilise JSM.
• Leading an internal training programme to develop Service Management team and create supporting documentation.

Senior Service Manager - £540 - £590 per day inside IR35 (Hybrid, Corsham)