About Us
We’ve been on a mission to improve end user satisfaction since the day we were founded over 25 years ago. As champions of premium experience-led IT services, it is who we are. We constantly challenge old assumptions and inherited wisdom, and demonstrate there are other, better ways to do things.
Based in the UK, with offices globally in the USA, South Africa, Sri Lanka, Kuala Lumpur, and Macedonia, we now provide a huge range of market-leading managed services, Microsoft-centric business software, and cloud solutions to over 300 ambitious mid-market organisations. In response to our customers’ changing needs, and the growing threats we all face, we’ve massively strengthened our well-established cyber security capabilities.
Our mission is to unleash the potential of people through amazing IT experiences.
Our Values
At Acora, we’re proud to share the values we live by. They’re not dusty abstract concepts. Our values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be Game-Changers.
1. Be the best you can be
2. We do what we say
3. Together we win
Description
The role is responsible for developing and maintaining ITIL-aligned policies and processes for IT Operations, ensuring these frameworks are adopted and adhered to across the organisation. This position also supports the standardisation, deployment, and governance of the service catalogue, particularly during new customer transitions, ensuring a seamless and efficient implementation process aligned with organisational objectives and customer requirements. Additionally, this role serves as an escalation point for service catalogue development, ITIL process adherence, and governance-related matters, while managing direct reports and fostering a high-performing team.
Key Responsibilities
ITIL Policy and Process Development:
1. Develop ITIL-aligned policies and processes for IT Operations.
2. Implement testing protocols to measure process absorption and adherence.
3. Monitor compliance through governance reporting and lead related meetings.
4. Act as an escalation point for addressing challenges or disputes regarding ITIL policy adherence and implementation.
Service Catalogue Development and Deployment:
1. Ensure standardised service catalogues are deployed for all customers during service transition.
2. Facilitate the creation and readiness of associated Request Work Instructions (RWI) for service go-live, ensuring accurate linkage to catalogue items in ServiceNow.
3. Manage the capture and definition of requirements for custom catalogue items where standard variables and RWIs cannot meet needs.
4. Oversee the development and UAT of custom catalogue items, ensuring alignment with customer expectations.
5. Maintain oversight of the ServiceNow Catalog Builder resource and collaborate with the ServiceNow development team as needed.
6. Act as the primary escalation point for resolving complex issues in catalogue item deployment and customer-specific adaptations.
Knowledge Article Management:
1. Ensure all RWIs are created by Operations and accurately associated with corresponding catalogue items in ServiceNow.
2. Regularly audit RWI associations to ensure ongoing accuracy and relevance.
3. Serve as the escalation contact for issues regarding the accuracy or quality of RWIs.
Line Management:
1. Manage one direct report (currently the ServiceNow Catalog Builder resource) with potential to oversee all ITIL process owners as the team consolidates.
2. Provide mentorship, guidance, and performance management to direct reports.
3. Foster a collaborative and high-performing team environment, ensuring alignment with organisational goals.
4. Act as a champion for process ownership, supporting process owners in delivering consistent and high-quality outcomes.
Governance and Reporting:
1. Develop and maintain datasets and reports to track the deployment progress of catalogue items.
2. Provide regular updates on process adherence, governance metrics, and the readiness of RWIs.
3. Address escalated governance concerns and ensure timely resolution.
Project Management and Stakeholder Liaison:
1. Keep all service catalogue initiatives on track, managing risks, timelines, and deliverables.
2. Act as a key point of contact for internal and external stakeholders, ensuring alignment with project goals and customer needs.
3. Respond to escalations from stakeholders and resolve issues efficiently.
Key Skills
1. Strong knowledge of ITIL principles, particularly within IT Operations.
2. Proven experience in policy and process development, implementation, and adherence measurement.
3. Familiarity with ITSM tools, particularly ServiceNow, including Catalog Builder functionality.
4. Project management experience with a track record of delivering initiatives on time and to a high standard.
5. Previous experience managing direct reports, including performance management and mentoring.
6. Excellent communication and stakeholder management skills.
Personal Specification
1. Strong analytical and organisational skills.
2. Attention to detail and a focus on quality.
3. Proactive and self-motivated, with a collaborative approach to work.
4. Able to engage effectively with stakeholders at all levels.
5. Capable of calmly handling escalations and driving resolution.
6. Leadership qualities with a focus on team development and collaboration.
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