Role Summary
The IT Service Management Associate will be responsible for the end-to-end processes and service management function, driving our end user experience and efficiency. You will be the custodian of all IT processes, continually identifying improvement opportunities across the incident, problem and change function and working closely with engineering teams to assess and implement automation where possible.
The IT Service Management Process Leaderwill be responsible for building, documenting and gaining stakeholder understanding and agreement of our SLAs, KPIs and XLAs. This includes driving improvement plans, identifying trends and actionable insights, and supporting business plans feeding into our overall strategy.
What You Will Do
1. Developing and implementing service standards and procedures
2. Monitor and analyse service metrics such as response time, resolution rate, customer satisfaction and take proactive measures to drive continuous improvement.
3. Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency and achieve business objectives.
4. Prepare and present regular reports to senior management on service performance, key metrics and improvement initiatives.
5. Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies.
6. Stay updated on industry trends, best practices and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.
What You Will Bring
7. Data analysis and processing, excel and Power BI.
8. Project management experience.
9. ITIL exposure and experience.
10. IT service management experience across the incident, problem and change process.
11. SLA and KPI management and the relationship to the user experience.
12. Automation platforms including Power Platform, RPA and ITSM integration.
13. Process ownership and improvement.
Desirable:
14. ITIL Foundation V3 certification.
15. Experience level agreement implementation.
#B2#LI-Remote#LI-JP1 Ready to Join Us? At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply. What's Great About Sophos? · Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. Please refer to the location details in our job postings for further information.· Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit· Employee-led diversity and inclusion networks that build community and provide education and advocacy· Annual charity and fundraising initiatives and volunteer days for employees to support local communities· Global employee sustainability initiatives to reduce our environmental footprint· Global fitness and trivia competitions to keep our bodies and minds sharp· Global wellbeing days for employees to relax and recharge · Monthly wellbeing webinars and training to support employee health and wellbeing