Service Delivery Lead

Role: Service Delivery Lead

Customer: Thomas Millers

Opportunity Type: Permanent

Location: London, UK - Onsite

ITIL Certification is must.

Job Description

• Need am ITSM process expert who can define interaction points between app support team and Small Change Development (SCD) along with how can incident ageing and open incidents can be reduced, document and design the overall process.
• The overall process scope : Incident, Problem, SR, Knowledge on ServiceNow and Change on DevOps tool
• Define and streamline standard processes established across customer environment. Discuss and agree with Thomas Miller.
• Confirm process assessment, design process etc.in scope for process expert

Also need to have following skills

• Communication and customer convincing capabilities. Some insurance knowledge.
• Should have had some technical .net coding background so that he/she can monitor and review team’s progress.
• Will lead the Service Delivery of legacy application support team.
• Should have very good stakeholder management and be able to demonstrate from day 1 on how communication and predictability can be improved.
• Must have good understanding of ServiceNow from a usage perspective (generating correct reports)
• Must have executed SLA based Service Delivery
• This person need to be ITIL expert with good experience managing teams
• Must have prior experience in bringing service improvements
• The team is made up of 5 technical members (skills – VB, SQL Server, SSIS, .NET, Crystal Reports)
• The SDL need not be technical (would be good to have some exposure to the above-mentioned skills but not necessary)
• SDL will be based out of India but we will bring the person onsite for initial 3 months for client introduction and if required, service design /changes.

We want the person to be senior enough to manage service in an effective manner, push back client SDM (whenever required), communicate with different club and business, proactive service improvements, report SLA performance and other KPIs etc.