Service Catalogue Manager
Find out more about this role by reading the information below, then apply to be considered.
Salisbury (Office Full Time)
Inside IR35
Clearance Required:SC
Job Description:
We are seeking a Service Catalogue Manager who will be responsible for conducting thorough analyses of service requirements and ensuring they align with Service Level Agreements (SLAs) for compliance. You will play a key role in preparing and presenting regular reports on service performance, key metrics, and improvement initiatives to senior management. By building and maintaining strong relationships with stakeholders, you will gather valuable feedback to enhance the SLA process. Additionally, you will proactively identify opportunities for service improvement and implement enhancements, tools, or technologies to elevate service delivery. Your expertise will also support high-profile client issues, ensuring root cause analysis is conducted and corrective actions are implemented.
Key Responsibilities:
* Service Requirements Analysis: Conduct thorough analyses of service requirements and compare them with SLAs to ensure compliance.
* Reporting and Presentations: Prepare and present regular reports to senior management on service performance, key metrics, and improvement initiatives.
* Stakeholder Relationship Management: Build and maintain strong relationships with stakeholders to understand their needs and gather feedback to improve the SLA process.
* Service Improvement: Proactively identify opportunities for service improvement and recommend process enhancements, tools, or technologies.
* Service Level Compliance: Ensure that all service levels are met in accordance with best practices.
* Problem Management Support: Provide expert support for high-profile client issues, conducting root cause analysis and ensuring corrective actions are implemented.
Skills and Experience Required:
* ITIL V4 Foundation Certification: Required, with further ITIL certifications desired.
* Analytical and Reporting Skills: Experience in analytical and reporting techniques, supported by an understanding of statistics and quality management concepts.
* Data Analysis Proficiency: Strong proficiency in data analysis and its application in service management.
* Service Management Expertise: A solid understanding of service management principles and best practices.
* Collaboration Skills: Ability to work collaboratively with cross-functional teams to achieve service excellence.
* Organisational Skills: Detail-oriented with strong organisational skills to manage multiple priorities and deliverables.
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