Service Management Co-ordinator

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***SC - Security Cleared***

Service Management Co-ordinator

12 Months initially.

Warrington, Cheshire based.

£300 - £350 per day.

Are you looking for your next rewarding role, the next step in your IT career ? We have an excellent opportunity, with a global leading organisation, for a Service Management Co-ordinator to join the team on a long term programme of work.

Key Responsibilities:

Point of contact of Service Management activities including:

*Responsible for managing and governing the compliance and quality of tickets for all partners.

*Responsible for reporting status of various queues and SLAs on defined period.

*Responsible for management for SLA delivered to customer for all partners.

*Responsible for suggesting and documenting Process Improvements.

*Responsible for "Doing the basics Brilliantly" initiative for all partners.

*Responsible for enforcing appropriate process controls.

*Managing the process to restore normal service operation as quickly as possible to minimize the impact to business operations.

*Managing any Service Management process that exists or is introduced while ensuring adherence of the process and escalation requirements within the various support and delivery areas.

*Interaction with Business.

*Project Route to Live.

*Coordinate Triage tickets.

*Stakeholder coordination and management.

*SLA adherence.

Be a point of contact of Problem Management including:

*Perform the management of both reactive root-cause analysis and proactive trend analysis within IT.

*Interaction with Business.

*Review all Problems with respective Support teams & Partners.

*Undertake Problem Closure management.

*Problem Management.

*Stakeholder coordination and management.

*Communication.

*Reporting

* SLA and KPI adherence

Key Skills & Experience:

* Must be ITIL certified - Essential;

* Quantifiable knowledge in SLA Measurement, Reporting, reviewing and handling Major Incidents - Essential;

* Ability to coordinate with technical teams and ensure quick resolution on a standalone basis - Essential;

* Ability to coordinate with suppliers, third parties etc., on a standalone basis - Essential;

* Constantly seeks to improve technical knowledge and researches new product capabilities - Essential;

* Ability to take charge of management of the assigned process end to end - Essential;

* Responsible to meet Process SLAs, OLAs and KPIs - Essential;

* Possess excellent soft skills, verbal and written communication skills - Essential;

* Ability to participate and lead, when needed, project meetings with the customer - Essential;

* Demonstrable customer management / service skills

* Experience of working within a busy first level service desk environment in Incident or Problem manager role

* Very good understanding and awareness of the ITIL Incident management process and procedures

* Very good understanding and awareness of the ITIL Problem management process and procedures

* Sound technical knowledge across the ITSM tools, applications including MS Office, Skype for business, etc.,

* Decision maker with an operational viewpoint.

Contractual working hours are required to be undertaken between 7am and 6pm, Monday to Friday inclusive, as per business operational need requirements. From time to time, there may be a request of you to perform additional work outside of such and at weekends. Such requests will be made of you with as much advanced notice as is possible by the Service Delivery Manager, as per ad hoc and unaccounted for business demands may require.

This is an excellent opportunity to work with a progressive organisation, in a great working environment.

Apply now for your CV to reach me directly and we will respond as soon as possible.

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks.

LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.