Responsibilities: 

• Act as the point of escalation for incidents in and out of business hours 

• Oversee the problem management processes. Proactively assess service issues, perform trend analysis and make recommendations for intervention / improvement 

• Design an effective set of service measures and establish monthly service reporting 

• Provide excellent customer support against defined SLA’s and maintain effective working relationships with business teams and internal and external service providers 

• Follow Problem and Incident Management processes at all times, consolidate updates and escalate where necessary and participate in major incident management as the Resolution Manager 

• Work with IT Service Providers and the business to understand current and future capacity requirements  

• Technical Vendor Management of 3rd party hardware/software and service providers where required 

• Work with the IT Leadership team, the LME Business and LME IT Change Managers to prioritise and schedule change requests and maintenance releases 

• Engage in Release Management process for releases relating to team portfolio. Participate in UAT and ensure that appropriate Operational Acceptance Test is completed for all releases.  

• Plan and implement effective “Early Life Support” programmes for significant software releases. 

• Responsible for technical impact analysis and approval in support of Change Management.  
  Identify underlying root causes for reoccurring problems to improve the overall service of the team and reduce overall call volumes. 

• Ensure relevant documentation is created and maintained for the support of the application portfolio 

• Work with service providers to implement and maintain application monitoring and alerting. 

• Provide on call support as directed. Will be required to support critical business periods and the release schedule which will include out of hours work 

Key Success Factors: 

• Effective communication, facilitation and influencing skills – ability to present ideas clearly, concisely and comfortably. 

• Presenting complex development topics to both executive and technical personnel. 

• Collaborative skills - exhibits willingness to engage other business partners within the organization, is innovative, creative and a team player with a solution-based approach to capture opportunities and remove barriers around ITSM. 

• Clear and Critical Thinker - strong decision-making skills: take proactive steps to generate results, uses data and other inputs to make decisions, owns decision, and takes accountability for work using strong organizational and analytical skills together with leveraging multiple methodologies to ensure customer success. 

• Driving successful process and ITSM tool deployments by ensuring proper business and IT value 

• Provide technical and non-technical mentoring, assessment and development of employees in related technical communities. 

• Self-starter, motivating, results oriented and able to multi-task. 

• Driving operational excellence and innovation. 

• Ability to solve challenging problems and deliver timely and high-quality design solutions when presented with conflicting requirements, business demands, and technical risks. 

• Clear and Critical Thinker - strong decision-making skills: take proactive steps to generate results, uses data and other inputs to make decisions, owns decision, and takes accountability for work using strong organisation and analytical skills together with leveraging multiple methodologies to ensure customer success. 

Academic and Professional Qualifications Required: 

• ITIL qualified or strong demonstrable experience of managing in an ITIL environment 

• Professional knowledge of technologies aligned to the role with appropriate certifications 

•  Any other “best of breed” Service Management and IT Operating framework qualification preferably to degree level (i.e. IT4IT, COBiT)