ITIL Process Owner

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ITIL Process Owner

Malvern

Competitive Salary + Benefits

Profile of the Role

The person fulfilling this role has the end-to-end accountability for the way in which the ITIL Management process functions, specifically Incident, problem and change are developed and delivered within the CSOC IDT. The main role of the ITIL Process Owner is to ensure that the processes are aligned, efficient, effective, fit-for-purpose and produce the required service output to support the delivery of the CSOC Service Portfolio.

ITIL Process Owners will report to the CSOC ITIL Service Management Lead

Objective of the Role

* Take full ownership of ITIL Process design and delivery ensuring it supports CSOC IDT Service Execution and Service Delivery

* Ensuring that all ITIL processes have assigned Process Ownership and output governance

* Ensuring relevant and appropriate Key Performance Indicators are established and measured for each process

* Ensures the integration of the process with the other Service Management disciplines and process

* Ensure that all design, process and procedural documentation is complete and up to date.

* Establish a continual service improvement strategy.

* Work closely with other ITIL Process Owners to ensure all processes are aligned and cohesive.

* Responsible for defining, developing, implementing (in both people and technology) and executing processes, i.e. acting as process owner and manager for all process areas.

* For all process areas define the implementation strategy, ensuring that business requirements, contractual requirements and performance targets are met in a cost effective manner, driving efficiency, standardisation and continuous service improvement.

* Responsible for the provision of analysis against usage, performance data, and reporting on performance against targets contained in SLAs & KPI's for process areas

* Responsible for creating and maintaining plans and schedules required for the efficient running of processes for example. i.e. Forward Schedule of Change Availability Plan, Capacity plan.

* Responsible for ensuring the process and its associated techniques and methods are regularly reviewed and audited, and remain fit for purpose

* Responsible for determining process and policy requirements from the business for changes to the Service Portfolio

* Responsible for ensuring process is being adhered to and that breaches are escalated and resolved

Responsibilities

Activities

* Design and Monitor Key Performance Indicators and reports.

* Initiate improvements in the products, process, compliance and resource

* Review integration issues between the various ITIL processes.

* Review proposed changes to ITIL Process.

* Mentor and influence team members and stakeholders to ensure continued process improvement and performance

* Managing day to day delivery ensuring the processes are used correctly

* Manage operations and contact between the support groups utilising the process

* Communicate changes and issues to the IDT Service Management lead.

Authority

* The ITIL Process Owner is responsible for any Changes to the ITIL Process.

* The ITIL Process Owner Management will escalate any compliance breaches to senior the IDT Service Management Lead.

* The ITIL Process Owner will negotiate with the relevant Process Owner if there is a conflict between processes.