Project Lead & Service Architect (ITSM, Self-help, ITIL)

PROJECT LEADachieve maximum automation. The project is executed in close relation with the IT demand organization, the service providers and the consulting partner delivering the Self Help Portal to ensure an industry best practice solution and fitting in the overall IT strategy of our client.

- Ensure that the implementation of tool and process related to self-help, service request management and catalogue management is fully implemented in the IT organization and the service provider's services.
- Operation and tactical ITIL processes in scope are incident, request/change, problem, asset/configuration, knowledge and complaint management
- Complete the current operational IT process management set (ITIL) to ensure delivering full Workplace and Service Desk services based on best industry standards.
- Implement the Operational procedures based on the (ITIL) processes (such as work instructions, scope and service/delivery models) related to industry best practices and related to Workplace and Service Desk services.
- Operational procedures are implemented in full alignment with the Service provider(s), IT and the Tool owners.
- Onboarding/migration of (external and or internal) Servicedesk to ITSM tooling including SD agent training
- Enable the ITSM tooling for the service providers
- Ensure that the ITSM and operational procedures will reduce the IT cost and improve the Service delivery speed and quality according to pre-defined targets
- Execute detailed project planning and ensure documentation of the project and design is in line with the project (PMO) standards of our client.

The knowledge of the project lead:

- Experienced Project manager in IT Service management implementations
- Experience in a global dimension of infrastructure and user expectations
- Experience to translate the ITIL processes to Operational procedure and Way's of Working back to service management tools.
- Good skills on ITIL, Self-help, Service Desk and Workplace services
- Experienced in communications with service providers and various IT teams

The Project leads reports functionally to the Program manager.Michael Bailey International is acting as an Employment Business in relation to this vacancy.