Job expirat
Manage the service delivery of the operational teams, and keep a close relationship with the client
Manage the Incidents and Service Requests queue and negotiate priorities and escalations when required
Ensuring SLA compliance of all incidents, requests and changes
Creation of weekly and monthly service reports
Manage the testing of new releases and changes via the Change Management process, attend CAB meetings, and work together with the CSM to provide the final approvals
Lead role in starting, running and closing the Service Introduction for each new project, in collaboration with the CSM and Project Manager
Review capacity report and assign corrective actions
Manage the account Continuous Service Improvement programme, assign and follow up on the corrective actions and manage the CSI Register
Mandatory skills:
Strong written and verbal communication skills in English
Experience of working within a busy IT customer services and support operation
Experience of direct communication with senior client management and the effective coordination of tasks with client management
A clear understanding of the relationship between IT and Business
Previous experience in a systems administration role providing support to desktop, infrastructure and hosting technologies (i.e. Active Directory, DNS, DHCP, IIS)
Experience planning/writing support procedures for a large IT support hierarchy and with IT Service Management tools
Medium to high excel knowledge; also capable of identifying trends and using statistics to interpret data
ITIL Foundation certification
Desirable skills:
Experience in delivering infrastructure and hosting services
Service operations and people management experience
Understanding of Deployment and Release Management
Technical Certifications (MCTS, MCITP, MCSA, CCNA, etc) are a plus
Experience is delivering Networking, UNIX and Security services is a plus
Knowledge of IT managed service contracts and SLA/OLA structure
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.
