IT Service Delivery Manager

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Bristol

6 Months

£350p/d - £400p/d Max

Position Summary:

The purpose of this role is lead the SILVA service delivery for the SILVA lead for UK and CEE with strong partnership and collaboration towards the global product team and the entities. He will provide guidance the service owners and customers, agree and prioritize requirements and drive the evolution and adoption of the IT Service Management platform. In addition, the role will support joint with the Service Owners the integration of IT services to ensure that new services are supportable and operable and ensure that the impact of the service change on our service portfolio is fully understood and the services is embedded in our portfolio framework.

Key Responsibilities:

* Provide SILVA service management and guide Service Owners, Catalogue owners, global product team etc.withinAXAServicesandOpCo's on SILVA service management

* Provide consultation and training on system reporting for KPIs etc, data management of catalogue products, business services etc.

* Working with the process owners to help define and prioritise enhancements, drive evolution and adoption of the ITSM platform and support any local business audit requirements

* Work with continuous service improvement plans, coordinate monthly SILVA releases, collect, define and consolidate requirements and work with Global team to prioritise and deliver system enhancements and upkeep of Silva data model (Business Services, Subscriptions, routing rules etc)

* RelationshipmanagementwithAXA UK,CEE and CH for SILVA

* Working with the entity SILVA platform owners and global product team to support entity ITSM platform strategy

* Attend global steerco and governance meetings, Supporting topics such as license management, Silva roles and responsibilities, new interfaces, new functions

* IT Service Management Consultancy

* Support the integration of IT services jointly with Service Owners to ensure that new services are supportable and operable and ensure that the impact of the service change on our service portfolio is fully understood and the services is embedded in our portfolio framework.

* Helping to facilitate the development of the Service Ownership community

* Working on any special products concerning the service management and process design

Skills and Experience:

* ITIL/ITSM knowledge and understanding essential

* Knowledge of Service Now product

* Experience of stakeholder management

* Good communication skills

* Problem Solving skills to break down, understand and resolve system incidents and issues

* Good analytical skills

* Diplomatic skills

* Good understanding of business solution engineering

* Creating and developing reports