IT Service Management and Readiness Specialist

About This Role:

An exciting opportunity to take on a specialist position within eir IT. An experienced forward thinker will lead the evolution of our support of IT services with a strong focus on delivering exceptional customer experience. This critical role will play a key part in aligning our IT services to changing business needs, ensuring they are seamless, efficient and consistently customer centric through management of the operational environment.

Working closely with technology and business leadership, you will demonstrate a collaborative approach to driving high performance support of services that deliver strategic goals and enable operational excellence across the organisation.

Nature and Scope of the role:

eir is a high performing organisation where Technology solutions and services are critical to eir Group’s performance. The Service Management area is central to the oversight of all IT Services ensuring Incident, Change, Problem, Service Improvement and Readiness is delivering excellence to the organisation and customers. The primary role purpose is to effectively and efficiently manage the IT Service Management functions maintaining a holistic view of the performance of all services.

Expectations From The Role:

Key Responsibilities

• Maintain a customer first approach, ensuring that IT services consistently meet or exceed expectations in terms of availability, performance, responsiveness and communication through management of SLA’s and expectations

• Act as a strategic partner to the business by understanding their challenges, scope for improvement and working to align IT services to those needs

• Oversee the seamless delivery of IT services to the business, ensuring that service levels and key performance indicators are met or exceeded

• Maintain effective Governance engagement with Stakeholders and Managed Service Partners

• Drive simplification and standardisation of IT processes to enhance efficiency and service delivery

• Maintain The IT Application CMDB in line with the IT One Service View standards

• Oversee the introduction of new services/technologies for all IT services including stakeholder engagement for Readiness and War Room leadership, management of Service Introduction

• Coordinate in-flight major incident/escalations communications, produce executive reporting

• Coordinate and manage the identification, production and implementation of Service Improvement Initiatives

• Ensure critical incidents are managed closely with high degree of focus and appropriately detailed communication to concerned stakeholders

• Support the AIS, Service Decommissioning, Readiness, Service Introduction, Major Incident Management, Problem, Change and Incident Management processes for eir IT

Requirements For A Successful Application:

Essential Qualifications & Experience

• At least 5 years in a senior ITIL aligned Service Manager role or higher, with demonstrated extensive experience of ITIL -aligned service operations

• Strong Telco and multi-vendor management experience

• ITIL v3 Foundation or ITIL4 Foundation

• Excellent written and verbal communication skills with an ability to tailor the message to suit the audience (senior management, stakeholders, through service management operations to technical resources)

• Good high-level understanding of a full stack of enterprise grade application architecture, modern workplace, infrastructure and cloud, and security technologies

• Experience working with an onshore-offshore model

• Highly committed, motivated and results-driven self-starter; able to operate autonomously (within overall guidance)

• An excellent team player

• High integrity

• A proactive and solutions-driven approach to challenges

Desired

• ITILv3 higher level certifications or preferably ITIL4 higher level certifications

• Previous experience of a mobile and fixed network operator environment

• Proficient in the understanding of DevOps ways of working 

Others:

Terms of Appointment:

• On-call or extended hours liability may be a requirement of this role

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