Strategy & Design Manager - Service Management Operations - Uxbridge
Role:
This role is responsible for all aspects of ITIL strategy and design for service operations management and it's operating model. The Design Authority needs to be an expert in maintaining, developing and communicating strategy that underpins and aligns the service management.
Responsibilities:
· Establish best practices through the definition of standards, guidelines and processes.
· Ownership and responsibility for maintaining the IT Service Operations model
· Manage the on-going lifecycle of the IT Service Management Strategy, Vision and Roadmap and associated artefacts along with key dependencies within the segment/function/area
· Responsible for ensuring the IT Service Operations Model and Service Management strategy are aligned and reflect the required business outcomes and measures.
· Broad engagement across the enterprise (geographically, segments and functions) to collect , collate and understanding business strategy, plans and priorities managed tugh a clearly defined governance model Assures on-going alignment with the agreed strategic direction, Service roadmap development and investment plan.
· Provide Service Management and Operating Model design subject matter expertise.
· Develop and maintain a set of strategic metrics which can be used to measure progress against the Service Management Strategy and its objectives.
· Align the Service Management Operating model with scorecard metrics to identify areas for improvement and investment.
· Set and Manage Stakeholders' expectations. Communicate with all stakeholders, including project managers, Process Owners and business users, to ensure that the Service Management Operations Strategy, vision and roadmap are clearly understood at each level.
· Reviews & approves strategic supplier development proposals and roadmaps, and ensures new process engagements meet requirements & standards.
· Provide specialist Service Management and Operating Model expertise and guidance.
· Remain up-to-date on all industry standard Service Management best practice.
Essential Skills/Experience
· Strong background in the Service Strategy, Design, Service Operations and Lifecycle management within the enterprise in a multinational environment.
· Successful experience in designing and maintaining global Service Management Operations Model including developing successful transition and operating plans for multi-million dollar programs (10+m).
· Strong strategic and operations design skills and a broad understanding of IT Service Management Best Practice.
· Proven management of performance skills and a drive for continuous improvement.
· Evidence of year on year improvements in quality , cost and efficiency.
· Ability to facilitate effective teamwork and build coborative relationships.
· Excellent written and verbal communication skills.
· Ability to engage senior business representatives in an effective manner, including understanding the business aspect of service delivery issues.
· Implemented effective Service Management Operations which delivered Business Outcomes and Measures on target.
· A strong leadership style that is able to bring subject expertise as well as people skills to bare.
· Strong wiliness and ability work in a matrix organization without direct line responsibilities.· Ability to work with other specialists, key projects, S&OE architecture and 3rd parties to influence opinion and ensure they are aligned to the Strategy.
Desirable Skills/Experience
· ITIL V3 Foundations or greater
· Competency in RCA, Lean and 6 Sigma practices
· Track record in Programme Management or Continuous Service Improvement
· TOGAF 9
· Excellent executive management presentation skills
· Experience in End-User Service technologies
This is a fantastic opportunity, please apply for more details.![]()
Role:
This role is responsible for all aspects of ITIL strategy and design for service operations management and it's operating model. The Design Authority needs to be an expert in maintaining, developing and communicating strategy that underpins and aligns the service management.
Responsibilities:
· Establish best practices through the definition of standards, guidelines and processes.
· Ownership and responsibility for maintaining the IT Service Operations model
· Manage the on-going lifecycle of the IT Service Management Strategy, Vision and Roadmap and associated artefacts along with key dependencies within the segment/function/area
· Responsible for ensuring the IT Service Operations Model and Service Management strategy are aligned and reflect the required business outcomes and measures.
· Broad engagement across the enterprise (geographically, segments and functions) to collect , collate and understanding business strategy, plans and priorities managed tugh a clearly defined governance model Assures on-going alignment with the agreed strategic direction, Service roadmap development and investment plan.
· Provide Service Management and Operating Model design subject matter expertise.
· Develop and maintain a set of strategic metrics which can be used to measure progress against the Service Management Strategy and its objectives.
· Align the Service Management Operating model with scorecard metrics to identify areas for improvement and investment.
· Set and Manage Stakeholders' expectations. Communicate with all stakeholders, including project managers, Process Owners and business users, to ensure that the Service Management Operations Strategy, vision and roadmap are clearly understood at each level.
· Reviews & approves strategic supplier development proposals and roadmaps, and ensures new process engagements meet requirements & standards.
· Provide specialist Service Management and Operating Model expertise and guidance.
· Remain up-to-date on all industry standard Service Management best practice.
Essential Skills/Experience
· Strong background in the Service Strategy, Design, Service Operations and Lifecycle management within the enterprise in a multinational environment.
· Successful experience in designing and maintaining global Service Management Operations Model including developing successful transition and operating plans for multi-million dollar programs (10+m).
· Strong strategic and operations design skills and a broad understanding of IT Service Management Best Practice.
· Proven management of performance skills and a drive for continuous improvement.
· Evidence of year on year improvements in quality , cost and efficiency.
· Ability to facilitate effective teamwork and build coborative relationships.
· Excellent written and verbal communication skills.
· Ability to engage senior business representatives in an effective manner, including understanding the business aspect of service delivery issues.
· Implemented effective Service Management Operations which delivered Business Outcomes and Measures on target.
· A strong leadership style that is able to bring subject expertise as well as people skills to bare.
· Strong wiliness and ability work in a matrix organization without direct line responsibilities.· Ability to work with other specialists, key projects, S&OE architecture and 3rd parties to influence opinion and ensure they are aligned to the Strategy.
Desirable Skills/Experience
· ITIL V3 Foundations or greater
· Competency in RCA, Lean and 6 Sigma practices
· Track record in Programme Management or Continuous Service Improvement
· TOGAF 9
· Excellent executive management presentation skills
· Experience in End-User Service technologies
This is a fantastic opportunity, please apply for more details.