Service Integration Specialist
At Telent, you will have the opportunity to be a part of something bigger. To keep things moving, to connect people. It's important work we do. Learning together, inspiring colleagues, and making the entire organisation better. Join us and help keep the nations critical networks connected and protected 24/7.
Reporting into the IT Services Lead, the Service Integration Specialist will focus on delivering service excellence by ensuring ITSM processes are created and followed, service levels are met and service availability is maximised. This role will mainly be working from home, with the occasional requirement to attend our Head Office in Warwick.
What you'll do:
Creation, ownership and governance of all ITSM Service Operations processes across Telent ITCS
Performance management and reporting of ITCS key SLA's/KPIs to the Business.
Deliver monthly IT Service Management forums
Lead and manage Telent IT Major Incidents and RCA processes confidently
Lead and manage all ITSM processes including but not exclusive to; Incident Management, Change Control, Problem Management, Knowledge Management and Service Onboarding processes and best practice
Define business communication plans for major incidents
Major Incident Management lead on all critical incidents including OOH shift cover
Provide subject matter expertise and leadership to the IT teams on ITSM best practice, fostering a collaborative and high-performance cult...