Job expirat
working with our clients and client service managers to define service touch points and behaviours
ensuring completeness of service management information and service tool configuration
translating business SLAs into functional requirements for monitoring, alerting and reporting
planning, defining and communicating responses to alerts and appropriate escalation steering
awareness training for operational and support staff
managing client-facing reporting requirements and information
defining new operating processes - regarding every aspect of service management;
enforcing minimum standards of accuracy and completeness have been met for documentation, service information, access, security, etc.
rationalizing very complex technology into functionally simple alert/stimulus requirements
liaison with, and steering of, technical staff, client service managers and project managers
managing risks and flagging potential issues at the earliest opportunity
reporting to major programme stakeholders and clients
What skills are we looking for?
The role requires a combination of communication and project management skills with some experience of understanding contracts and the ways complex technical environments must be designed, monitored and managed for maximum uptime.
Mandatory skills:
Strong written and verbal communication skills in English
Experience in transitioning IT infrastructure projects to OLA/SLA bound services
Experience planning/writing support procedures for a large IT support hierarchy
Knowledge of IT managed service contracts and SLA/OLA structure
Experience of reporting and working to deadlines
Experienced with IT Service Management tools
Experience of using remote monitoring and automatic alerting systems
Awareness of knowledge bases and structured processes
Strong understanding of the principles of IT infrastructure services
Customer oriented – friendly, agile, communicative and confident.
Experienced in process engineering principles
Knowledge of ISO20000, ISO27001 or ISO9001
Experience of using project management tools
ITIL v3 expertise (principles of Service Design /Service Transition Management)
Good knowledge of project management
Prince2 qualified.
Training and development within Endava University
Opportunities for training and working abroad
Competitive salary package
Sport package
Medical insurance
Team-building activitie
Endava is a well-established IT Services company, with over 600 staff operating from our headquarters in London and offices in the UK (London, Oxford), USA (New York), Romania (Bucharest, Cluj-Napoca, Iasi) and Moldova (Chisinau).
We design, implement and manage business-critical systems and digital services for the financial services, telecommunications, media & entertainment and professional services sectors.
Endava is a fast growing organisation where you will find an international environment and rewarding opportunities. You will be involved in challenging projects for some of the world’s leading companies and use proven technology practice.
We always aim to attract the most talented IT professionals as well as experienced business specialists. We foster an environment of learning and sharing, encouraging our staff to develop relevant skills and increase performance. We value proactive professionals and support them in developing their leadership talent.
