Service Management Lead

Job Description

• Manage and ensure IT Service Management processes for Enterprise Technology is delivered as per the agreed Service Levels with the Business functions.
• Act as point of contact for escalations for all Service Delivery issues and maintain a clear line of communication with the business stakeholders, until issues/concerns are addressed to their satisfaction.
• Act as service management champion on all high priority/business impacting incidents and help drive the resolution in a timely manner, following ITIL framework/best practices.
• Conduct/Drive Post Incident Reviews (PIR) and Root Cause Analysis (RCA), ascertain timelines, process gaps, initial & final root cause, preventive actions, and performing gap analysis to enhance problem management practices.
• Implement/Drive Change management best practices, identify opportunities to standardize changes, introduce change calendar, automate FSC reporting, track failed changes, co-host CAB, etc.
• Oversee/handhold implementation of IT Asset Management process (HAM/SAM), and to maintain up to date CMDB, Asset DB, etc.
• Support the Technology Governance Manager with conducting regular service review meetings with supplier/s and help drive ‘Value for Money’ to achieve high standards of customer experience.
• Assist in creating and maintaining IT operational workflows, knowledge documents, service reports, and communications to IT and 3rd parties when required.
• Ensuring key supporting procedures in place for all policies, with key stakeholder comms and training and supporting activities to monitor policy and process compliance.
• Analysing critical sets of data to highlight, spot and ascertain service trends and recommend improvements.
• Drive Efficiency and Effectiveness of Service Management process to build high performing service/support teams.
• Identify and drive opportunities of automation to create robust processes, workflows, reports, triage procedures (Playbooks), etc.
• Strong experience in using ITSM toolsets (ServiceNow and Jira) to identify and drive automation and enhancements within the service function.
• Implement and drive operational governance framework, conduct regular cadence and meetings with 3rd parties, IT and business stakeholders.
• Hands on experience in driving Risk Management and Mitigation plans.
• Experience in driving Request Management (SSP, Service Catalogue, etc.) process.
• Work at all levels and someone who can roll up their selves to get the work done.

Qualifications

• Proficient in ITSM tool administration and management
• ITIL V3 or V4 foundation as a minimum
• At least 5 years' experience as IT Service Management Lead/Analyst
• Ability to manage their own work pipeline as well as work as part of a team.
• Proficient in using Word, Excel & PowerPoint
• Incident Management experience
• Contract renewals to maximize value and return on investment.
• Experience engaging with 3rd parties Including 3rd party delivered services.

Familiar with high level procurement process and ability managing RFI\RFP processes for new suppliers.

Additional Information

TECHNICOLOR IS AN EQUAL OPPORTUNITY EMPLOYER
Technicolor complies and prohibits against discrimination on the basis of race, religion, creed, color, national origin, ancestry, medical condition (including genetic characteristics), mental and/or physical disability or handicap, marital status, sex, age, veteran status, citizenship status, sexual orientation, gender identity, political party preference, political belief, socioeconomic status, familial status, registered domestic partner status, military service, pregnancy, childbirth and related medical conditions and any other characteristic or activity protected by federal, state/provincial or local law.

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Company Description

Technicolor Creative Studios is a creative technology company driven by one purpose: The realization of ambitious and extraordinary ideas. We inspire creative companies across the world to produce their most iconic work. Our award-winning teams of artists and technologists’ partner with the creative community across film, television, animation, gaming, brand experience and advertising to bring the universal art of storytelling to audiences everywhere.

No idea is too ambitious for us to create to an incredibly high standard. Technicolor Creative Studios provides World Class production expertise in Film, Episodic, Gaming, Advertising and Experiential Marketing