ITIL Specialist (Remote)

As the MS Operations ITIL Specialist, you will:       

Be responsible for providing strategic oversight of the ITIL processes and the interdependent cross-functional business tasks. The ITIL Specialist is responsible for maintaining the Managed Services process architecture, reviewing, and evaluating all proposed changes, whilst ensuring all processes operate in a seamless way.

This role will work in collaboration with the Managed Services Operations, Solutions Development and cross-functional business units to:

• Ensure all Managed Services related processes are fit for business purpose following industry guidelines

• Maintain holistic oversight of process design, continual improvement of the processes and associated metrics

• Continually review, analyze, and report on process compliance as well as evaluate ROI of implemented improvements to measure efficiency and effectiveness

In addition, this role will work in collaboration with the Platform and Operations team, Solutions Development team,  Managed Services Delivery Management, and Business Users to support the review of system/application enhancements, new program initiatives and application upgrades to ensure the frictionless operations of the associated and supporting processes.

• The role requires an extensive understanding of operational processes and procedures that are closely monitored within the organization, an ability to relate the correct level of information to business unit Managers and Executive Management, and actively tracking items to completion. Similarly, the role requires an understanding of the ITIL standards and familiarity with ITILv4 framework to act as the subject matter expert and oversee all Managed Services Operations processes.

Key responsibilities:

• Collaborate with Solutions Development team and cross functional teams to create a governance framework, strategy, and process for all service introductions (SI) and Continual Service Improvement (CSI).

• Provide the knowledge and resources required to ensure that stakeholders understand the impact on process compliance and architecture prior to a service introduction and/or changes to processes.

• Increase awareness of Operations processes, including communicating information about, and any changes to, the processes internally within Managed Services and cross-functionally.

• Accountable for working with Managed Service and Cross- functional stakeholders to create and maintain current knowledge articles and process documentation.

• Identify improvement opportunities and help to deliver them. This is a key accountability factor for any process owner, as well as identifying and resolving process issues.

• Hold regular process reviews with Operations Lead(s)/Owner(s), and Business stakeholders to keep the process up-to-date and to ensure it’s being invoked as intended.

• Audit processes regularly to ensure compliance with internal and external vendor requirements (for Partner/Vendor audit certifications).

• Collaborate with Operations Leads/Owners, Technical Delivery, and cross-functional business units to identify and implement a process improvement roadmap, output to the enhancements, agile stories, and/or new program initiative releases.

• Facilitate, negotiate, and monitor performance against Service Level Agreements (SLAs) with Delivery Management to ensure these are met.

  • Maintain SLA definitions, configuration, and standard objectives tables in contracts; vet new or proposed SLAs as required

  • Ensure that all processes, Operational Level Agreements (OLAs), Service Level Objectives (SLOs) and underpinning contracts are appropriate for the agreed service level targets

• Oversee implementation of critical Service Improvement Plans (SIP)s.

As our ideal candidate you’ll have:

• ITIL v4 certification

• Five (5) years of experience in process architecture and standards

• Two (2) years of experience working within a Managed Services Provider

• Ability to analyze critical factors and variables 

• A good understanding of services and solutions delivery models

• Strong organization skills and attention to detail

• Strong problem analysis and solving skills

• Self-interest to maintain updated knowledge with technology (industry) best practices

• Ability to work independently with minimal supervision

• Positive attitude with creative thinking