Company Description
Telefónica Tech (part of the Telefónica Group) is a leading NextGen Tech solutions provider with a highly diversified team of over 6,000 exceptionally skilled employees and +60 nationalities.
We serve more than 5.5m customers every day in over 175 countries, with a global ecosystem of market-leading partners. Global strategic hubs: Spain, Brazil, the UK, Germany.
The Telefónica Tech UK&I hub has an end-to-end portfolio of market leading services and develops integrated technology solutions to accelerate digital transformation through: Cloud, Data & AI, Enterprise Applications, Workplace Services and Cyber Security & Networking.
Values: Open, Trusted and Bold
Trusted Partners:
* Microsoft: Top 3 Service Providers, Azure Expert Status, Fastrack & Inner Circle Partner
* HPE: Platinum Partner – FY23 UK&I Solution Provider of the Year
* Palo Alto & Crowdstrike: part of our NextDefense Cyber Security Portfolio
* Fortinet: Elite VIP Program – one of only 2 in the UK
* AWS: Advanced Solution & Managed Service Provider Program
Job Description
The Service Management Co-ordinator is responsible for supporting the Service Management Specialist team in the implementation, improvement and execution of the ITIL Management processes within a Managed Service environment. This includes operating the defined and agreed processes and contributing to the process improvement cycle.
This role is well suited to the aspiring IT professional who would relish the chance to operate as part of a team of fellow professionals.
Main Duties and Responsibilities: Essential duties may include, but are not limited to, the following:
* Responsible for ensuring adherence to the Service Management processes. Evaluates performance metrics against the defined critical success factors and institutes actions to correct shortcomings or further streamline the process as necessary.
* Responsible for the execution of the process controls, ensuring that internal support groups, vendors, suppliers, and customers comply with process and data standards.
* Coordinate and collaborate process delivery involving internal support groups, vendors, suppliers, and customers and manage any roadblocks.
* Interfaces with other processes and/or business functions to ensure they are able to leverage the benefits provided by the ITIL processes.
* Manages and leverages existing toolset functionality to support the effective and efficient delivery of the Processes.
* Ensure that KPIs are reported, and their targets met.
* Coordination with suppliers, contractors, 3rd parties, etc.
* Identifies opportunities and submits proposals for improvement with respect to tools, staff, training, process, procedures and work instructions.
* Please note that this job description is subject to ongoing review as new demands and best working practices are considered, agreed and implemented.
Qualifications
Experience and skills:
* Operational exposure to more than one of the following processes:
o Configuration and Asset Management
o Software Asset Management
o Incident Management
o Request Management
o Knowledge Management
o Problem Management
o Change and Release Management
* Two years ITIL Operational experience and an understanding of ITIL and ISO 20000.
* A track record of operating and managing within an IT Service Management environment.
* Good level of technical understanding.
* Excellent communication skills (written and oral), with experience interacting with all levels of management both within Company and Customer organizations.
* Self-motivated and capable of identifying one’s own activities as well as the solutions necessary to maintain and improve processes.
Experience (desirable):
* Exposure to ServiceNow, including working with development team members to implement tool enhancements in the promotion of service improvement and bug fixing.
* Ability to develop and maintain customer relationships and exceed expectations.
* Promotes and supports standardization and continuous improvement.
Additional Information:
We don’t believe hiring is a tick box exercise, so if you feel that you don’t match the job description 100%, but would still be a great fit for the role, please get in touch.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Design, Art/Creative, and Information Technology
Industries
* Software Development
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