IT Service Manager
I was contracted as the IT Service Delivery Manager, responsible for managing a suite of projects to implement the ITIL framework across the newly merged organisation. These projects included the implementation of Incident, Problem, Change, Release and Service Level Management and associated reporting. These processes were implemented to support the use of the BMC ITIL products suite including BMC Analytics, Remedy, IDM and Dashboards.
·Undertake pre implementation maturity assessments of current processes and procedure
·Responsible for governance, process definition and assurance within the IT department based around the ITIL framework for best practice
·Establish the project plan to manage implementation within a framework of Continual Service Improvement of key processes
·Understand the dependencies and interrelationships between the processes to ensure a successful implementation.
·To undertake post implementation audits to ensure the on-going efficiency and effectiveness of ITIL within the organisation.
·Develop Key Performance Indicators for the key ITIL processes
·Define the roles and responsibilities of the Process Owners.
·Recruit and mentor the Change Manager and attend Change Management meetings
·Member of Process Focus Group tasked to improve Quality of Service to the business