Service Management Designer - Cloud, Virtualisation, ITIL, ISO20000, I

SERVICE MANAGEMENT DESIGNER - CLOUD, VIRTUALISATION, ITIL, ISO20000, ISO27001, ISO9001 IS REQUIRED BY MY CLIENT WHO IS BASED IN HOLBORN, LONDON.

ROLE DESCRIPTION:

- Work with departmental counterparts working in service management to understand their current service management landscape
- Develop a service management model that includes the processes and procedures required for the management of a standardized commodity multi-tenant hosting service.

This will include:

* service design - architecting the service management elements of the services including user journeys, defining the contractual service boundaries, implementation to ITIL standards, definition of SLAs, KPIs and service management reporting

* service on-boarding - understanding and helping customer organisations in the successful interaction with the service management interfaces of the virtual hosting service.

- Creating a toolkit of knowledge and best practices to be employed when interfacing between service management models
- Work with the commercial team to understand the suppliers and procurement restrictions involved, and to utilise appropriate procurement frameworks.

PERSON SPECIFICATION:

- A background in operational service management and design with experience in the support and management of IT service in the real world
- Ideally experience working with a service provider
- Experience of service design and operations using frameworks built to ITIL standards so that appropriate service management can be delivered as part of the virtual hosting within a government-wide context
- Commercial understanding to be able to design service in a practical manner such as defining suitable service boundaries and creating practical agreements amongst delivery partners and customer to enable end to end service management.
- A strong user focus to ensure that all work is done in the context of creating satisfied and productive users
- A collaborative approach to make sure that the owners of other elements of disaggregated services across government can share their views, challenges and approaches with the virtual hosting team to simplify the utilization of the virtualization service.

Virtual hosting is being developed as the initial step of the transformation of existing applications to cloud based delivery. The service management components of the service are critical to the successfully delivery of the service. You'll be working with a multidisciplinary team of developers, designers, policy experts and others, responsible for the digital transformation of public services.

Background

We are looking for an exceptional individual to design and develop the Service Management components of a Virtualised Hosting service. This will involve understanding the needs of government departments with regards to service management and support in hybrid hosting environments.

You will be working with a small focused team of technical specialists to develop the service management process and procedures to support the virtual hosting service. You will combine strong service management skills (ideally with experience of service design package creations), with a consultative approach and an ability to work collaboratively with others whilst largely working under your own supervision.

You will have practical experience of managing outsourced services or operations ideally in hybrid multi-provider environments. You will have a strong understanding of the core service management ITIL concepts of managing and maintaining an IT service both from reactive incident & problem management through a service desk organisation and also proactive such as change, release, operations and maintenance.

The role will require a technical understanding of both the tools that are required to manage and maintain a hosting service, and of the processes and procedures required to effectively and efficiently support the service. Experience of ISO20000, ISO27001 and ISO9001 environments would be beneficial.

Mercator IT Solutions provides services as an agency and an employment business