Service Delivery Lead – ITIL recruitment

Rotational Service Management Responsibilities:

a.  JAS Service Manager

b.  Service Catalogue ownership, management and governance

c.  Demand Management engagement with Business Owners

d.  Service Acceptance process ownership, management and governance

e.  Change Management process ownership, management and governance

f.  Problem Management process ownership, management and governance

g.  Continual Service Improvement process ownership, management and governance

h.  Configuration Management process ownership, management and governance

i.  Disaster Recovery ownership, management and governance

j.  Major Incident Review coordination and tracking

k.  Management Information Reporting

Generic Service Management duties and responsibilities:

1. Service Operation

a.  Provide Service Delivery Management support for all external and internal services, ensuring service availability is maximised, liaise with key functional groups in support of the Live services

b.  Engage with the Service Management team and Head of Service Management on a daily basis

c.  Attend regular Service Management driven meetings to remain current and integrated within Service Delivery Management and ITSD

d.  Ensure the IT Service Delivery Director is kept fully appraised of any significant issues

e.  Provide input and support to Audit Announcements relevant to Service Management raised both internally and by the Federal Reserve Bank of New York

f.  Ensure Vendors are delivering against documented Service Levels and management results and action plans accordingly.

g.  Provide input to the Vendor Management Framework, review all approved US vendors on an annual basis to ensure support and delivery is appropriate

h.  Become the primary Service Delivery Management contact for Critical Situations, managing Vendors and teams in the event of Major Incidents

2. Service Strategy

a.  Provide general support for Service Management strategy

3. Service Design

a.  Support the processes and procedures required for service continuity both in Live running and test scenarios

b.  Liaise with IBM, Traiana, SWIFT and other primary providers to build effective day to day relationships to ensure smooth running of all services across all platforms

c.  Ensure that any processes the person is accountable for are aligned to current working practices of ITSD in line with the ITIL framework

d.  Ensure appropriate governance and management of any processes the person is accountable for.

e.  Ensure documentation for all processes and work instructions is maintained, periodically review deliverable documentation and policies as appropriate.

4. Service Transition

a.  Work as part of the Service Delivery Management team to support the IT Internal Change Management function and all associated administration functions

b.  Liaise with Vendors / Partners to ensure effective management of external change activities impacting both internal and external services

c.  Support the ePMO and the Pegasus framework used for the delivery of Programmes and Projects

5. Continual Service Improvement

a.  Provide input into MI that allows measurement of service quality provided by IT Production Services

b.  Ensure appropriate CSI plans are setup and agreed for any processes the person is accountable for.