Your current job search

2 search results

For Permanent

Ref: 23957355_1614284778

Service Manager - Incident/Problem Manager

England, Surrey, Farnham

  • 45000 to 55000 GBP
  • Systems Manager Role
  • Skills: IT Lifecycle ITIL Intermediate Qualification ITIL V3/V4 ITSM Tool ServiceNow, BMC Remedy
  • Seniority: Mid-level

Job description

Service Manager - (Major) Incident/Problem Manager

Location: Farnham/Guildford (Flexible remote working)
Salary: £45,000k - £55,000k per annum (DOE)

Purpose:
The prime objective of the service manager role is for delivering effective incident and problem management resulting in the provision of robust services to the global organisation.

Constantly building and delivering continual improvement around the ITIL/Agile service management frameworks. The potential candidate will be expected in providing stable and robust services on a global scale.

Responsibilities:
The primary focus will be on restoring service efficiently from incidents, preventing problems that result in incidents, eliminating the nature of reoccurring incidents and minimising the impact of incidents that will not be prevented. There will be a progressive focus on reactive and proactive elements where the objective is to minimise impact for incidents and improving the overall process.

The ideal candidate will demonstrate a strong stock of knowledge and experience in the service management space, thriving in a fast-paced environment with an emphasis in positive and adaptive working practices.

* Define, implement and lead in the Incident & Problem Management process that maintains a continuous state of control and governance, this includes the development of procedures utilising the ITSM toolset which it is fit for purpose e.g (BMC/ServiceNow)

* Ensure the day-to-day operation of the incident management processes, including roles and responsibilities. Including all modes of communication are effective and fit for use throughout the incident lifecycle.

* Function as the main POC for updates on day-to-day incident management issues. This includes liaising with the global teams and senior management to ensure appropriate stakeholders are well informed.

* End to end responsibility for the management, facilitating communication, escalation, investigation and resolution of major incidents, ensuring business updates are timely and of sufficient quality, scheduling and arranging discussions and updates as per required.

Qualifications:

* Strong ITIL knowledge and experience
* Experience or understanding of working in an agile environment
* 3-5 year's experience in a ITIL process role particularly relating to incident/problem management
* Experience of running both a reactive/proactive problem management function.
* IT Life-Cycle Management
* ITIL Intermediate qualification
* ITIL V3/V4
* ITSM toolkit (e.g. ServiceNow, BMC Remedy)

If you want to find out more information, please contact me on d.landi-scarpato@nelsonfrank.com or on 02038266694.

newRef: 09/04/21/BP_1617989786

Scrum Master

England, London, City of London

  • 40000 to 50000 GBP
  • Systems Manager Role
  • Skills: ServiceNow
  • Seniority: Mid-level

Job description

Scrum Master

I'm currently working with a ServiceNow Elite Partner who are looking to bring in a Scrum Master with previous experience working with ServiceNow. You will be working with multiple teams or even during an Agile Transformation to apply Scrum Framework, protect teams, remove team delivery blockers as well as enhance the teams Agile Mindset and Behaviours.

Responsibilities:

* Facilitate value creation process by adhering to the Scrum Framework
* Ensures all necessary ceremonies are conducted with the correct audience
* Helps the team live by the Scrum Values & Principles
* Supports the Product Owner in Backlog refinement
* Removes impediments to the teams progress
* Enables Continuous Improvement using open Retrospectives
* Acts as safeguard and protector for the team
* Protects the team from complacency
* Is accountable for escalating and providing resolution to program issues to stakeholders, dealing with resource constraints, and managing timing challenges and syncing dependencies across teams
* Helps the program live by the Scrum Values & Principles
* Manage and communicate the implementation of significant changes to planning objectives, schedule, and product configuration to internal and external stakeholders
* Supports Agile Coaches in Transformations
* Work with product owners and other stakeholders to ensure team alignment with commitments to the businesses and sync points with other teams
* Manage changing priorities and address any repercussions quickly and transparently
* Provide team status reports highlighting accomplishments, plans, and issues across all assigned teams

Skills:

* Experience in Project Management and business analysis
* Conceptualisation of business needs translated into formal requirements
* Basic ServiceNow Administration knowledge( optional)
* Agile and Test Management Modules (optional)
* A collaborative nature with strong communication skills
* Outstanding time management and organisation skills
* Adept in problem-solving and resolving conflict
* People management skills
* Experience engaging with senior-level audiences

Certifications/Training:

Any of the below would be ideal.

* Professional Scrum Master I (PSM)
* Certified Scrum Master (CSM)
* Professional Scrum Master II
* ServiceNow Fundamentals
* Jira/Confluence