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Established business with a rapidly growing portfolio of offerings in the Software as a Service space is seeking a

Senior Service Management Analyst. The Service Management Analyst will have experience in defining,

implementing and maintaining Service Management processes. They will work very closely with relevant teams to

drive a service management culture and be responsible for working with various teams to improve the efficiency,

effectiveness and quality of services provided to customers, the business and stakeholders.

The successful candidate will:

• Support the Service Management lead in designing, documenting, maintaining, and improving Service Management processes
• Work with internal teams to ensure end to end service delivery is being provided to all clients
• Build relationships with internal and external stakeholders
• Be responsible for maintaining, and improving service reports that are sent to clients
• Lead service reviews with clients
• Onboard new clients into Service Management
• Serve as an escalation point for client issues
• Work with Incident response teams to ensure service resolution
• Liaise and communicate with clients during major incidents
• Create a CMBD
• Maintain, improve, and promote the Service Catalogue
• Work with projects to ensure Service management processes are covered and documented
• Help to promote the Service Management function across Information Consulting Technology area
• Be a trusted partner for both internal and external stakeholders

• Have 3 – 5 years’ experience working in a Service Management
• ITIL V3 or V4 qualification, or industry equivalent
• Can lead and create required documentation
• Can build relationships quickly
• Service Strategy and Design: The ability to develop effective service strategies aligned with business
• goals, and design service offerings that meet customer requirements and expectations.
• Service Transition: Skills in managing the transition of new or changed services into the customer while minimizing risks and disruptions.
• Service Operation: working closely with service desk in managing the day-to-day operations of IT services, ensuring smooth service delivery, incident management, problem resolution, and continuous service improvement.
• Continual Service Improvement (CSI): Proficiency in identifying opportunities for improving service quality, efficiency, and effectiveness, and implementing initiatives to drive ongoing improvement.
• Relationship Management: The capability to build and maintain strong relationships with customers, stakeholders, and suppliers, ensuring effective communication and collaboration.
• Leadership: Strong leadership skills to guide and inspire cross functional teams and individuals
• Business and Financial Acumen: Understanding the business context, financial management, and the value IT services provide to the organization.
• Communication and Presentation: Excellent communication skills to articulate complex IT concepts and ideas to both technical and non-technical stakeholders, including the ability to deliver effective presentations.

(ICT_TECH SD_2023_20R)