AddressRole:IT Service Management Specialist
Location: Blackburn, BB1 2FA
Contract: Full Time / Permanent
Salary: Up to £57,000 dependant on experience & Bonus Scheme
Company: EG Group
About the role…
The EG Group is seeking an IT Service Management Specialist to join our dynamic team. The ideal candidate will be responsible for ensuring the efficient delivery of IT services, managing service level agreements (SLAs), overseeing problem management, and providing daily metric reporting to the Head of Service Delivery. Additionally, the IT Service Management Specialist will play a pivotal role in vendor Service Management, and general administration within our IT Service Management tool (ServiceNow).
Duties and Responsibilities
Incident Management:
Participate in incident management activities, including incident triage, coordinating resolution, and post-incident analysis.
Collaborate with support teams to ensure timely resolution of incidents, focusing on priority applications and long-standing tickets to help minimise business impact.
Act as a liaison between internal departments to facilitate efficient service delivery processes.
SLA Review and Refinement:
Review existing SLAs to ensure alignment with business objectives.
Analyse SLA performance and propose refinements to optimize efficiency.
Problem Management:
Identify recurring issues and initiate problem management processes to prevent future incidents.
Coordinate problem-resolution efforts among relevant stakeholders.
Daily Metric Reporting:
Compile and analyse daily metrics related to service delivery performance.
Compile daily metrics and updates to provide to the Head of Service Delivery.
Vendor Service Management:
Maintain relationships with IT vendors and service providers.
Monitor vendor performance against SLAs and contractual obligations.
Escalate issues with vendors as necessary and ensure timely resolution.
ITSM Software Administration:
Where necessary, undertake the relevant administration in the IT Service Management software (ServiceNow) to ensure accurate and up-to-date information.
Perform general administrative tasks related to IT Service Management activities.
Document procedures, guidelines, and best practices where necessary for internal reference.
Gain familiarity with the service catalogue and its offerings.
Update the service catalogue as necessary to reflect changes in service offerings and business requirements.
Change Management:
Collaborate with the Change Manager to ensure staff and vendors utilize the change process effectively.
Provide support in adequately tracking and implementing changes to minimize disruptions and ensure compliance with policies.
Continuous Improvement:
Continuously review and analyse the ITSM function, suggesting improvements which may benefit the business or the customers its serves.
Seek feedback from customers and look to understand and address and shortfalls in service delivery.
Candidate Requirements
Proven experience in a similar role, with a strong understanding of ITIL processes and best practices.
Hands-on experience with ServiceNow or similar IT Service Management platforms.
Strong leadership and communication skills, with the ability to influence and motivate cross-functional teams.
Excellent problem-solving skills, with a proactive approach to identifying and resolving issues.
Benefits & Rewards
Performance Based Bonus Scheme.
Employee Life Assurance.
EG Group Discounts - up to 15% off at our stores and food to go restaurants.
ASDA Discount Card – 10% off all ASDA stores.
EG Cares Benefits - exclusive discounts across 900 retailers.
Smart Health – 24/7 online GP access, health checks and health and wellbeing support.
Employee Assistance Programme – access to our Wellbeing Centre which offers emotional & practical support including free financial advice.
Learning & Development – access to our Learning Hub, the most extensive online course library in the world to support you with every step of your career at EG Group.
Waterside Café - freshly prepared meals at affordable prices.
Free Secure Car Parking.
Dress Down Fridays.
Flexi-Time.
Prayer and Ablution Facilities.
Sit / Stand Desk Facilities.
Work Anniversary Rewards.
Free Eye Test.
Who are EG Group?
EG Group is one of the world’s leading independent convenience retailers with an extensive network of sites across international markets in the United Kingdom & Ireland, Continental Europe, Australia and the United States of America.
Founded in 2001 by the Issa family with the acquisition of a single site in the UK, today the company is at the forefront of delivering an innovative approach to forecourt convenience retail.
At EG Group, we pride ourselves on being recognised for our investment model, trading performance and more importantly, providing a best-in-class customer experience in Grocery & Merchandise, Foodservice and Fuel.
Our transformational convenience retail business model has been built upon excellent relationships with an extensive portfolio of leading retail brands, and through strategic network acquisitions supported by a program of new-to-industry developments.
Every day, our committed workforce tirelessly delivers our products and services to millions of customers alongside supporting the local communities in which we operate.
Please note - the successful applicant will be subject to a DBS check which will be funded by EG Group.
