Service Catalog Manager

Sector
IT
Location
London
Type
Contract
Job Ref
Service Catalog Manager

Working for a market leader in the outsourcing sector the Service Catalog Manager will take responsibility for leading service design activities around Catalogue and Request requirements, implementation and testing.

Key Responsibilities:

Coordinate with Suppliers for new services going live to ensure Catalogue items and Service Request templates are built effectively in the ITSM toolset
Assures the currency of the Service Catalogue is maintained by ensuring Suppliers update their catalogue items within the agreed frequency or post changes Governance and Assurance
Chairs and Manage the operational governance forums
Ensure the Process and Governance Structure is effective and refine it as required
Reviews and/or raises remedial actions to suppliers who are non-compliant
Initiates reviews to identify cause of process failures
Ensures Post Ticket reviews are performed as documented
Reviews reports to ensure compliance
Ensure reports are meaningful, of high quality & distributed to the right audience Service Improvements
Reviews all process improvement suggestions
Assessing impact of requested changes to other processes, suppliers and the customer
Draft business cases/requirements to progress changes
Recommends changes to achieve improvement requested
Facilitates endorsement/approval of changes
Leads the implementation of changes
Defines business and derived requirements to the technical teams for changes to tools required to support process improvements/automation opportunities approved Manage escalations
Acting as an escalation point for the Process Managers
Manages process exceptions
Manages approvals with senior customer stakeholders Process Training and Awareness
Develops and delivers relevant process training to SIAM and Suppliers
Publicises the process to increase awareness
Ensures effective training and communication Manage Process performance
Defines the Critical Success Factors and Key Performance Indicators
Reviews performance against the defined targets

Required Skills:

Strong track record in Service Management
Strong conflict resolution skills
Provides clear direction and sets clear expectations to enable success
Experience handling difficult conversations
Ability to chair and manage governance meetings with senior staff
Holds people accountable for their commitments
Ability to drive remedial actions and service improvement initiatives
Ability to work independently and autonomously in a fast-paced environment
Enthusiastic self-starter with good communication skills
Excellent written communication through the use of e-mail & formal reports
Exceptional verbal skills
Builds strong professional relationships with ability to get buy-in inclusive
Ability to work in an environment with evolving requirements and dynamic schedules
Strong analytical skills and ability to develop and recommend solutions for problems/issues
Experience navigating red tape

Contract: 6 months

Salary: £350-£400/pd

Sector
IT
Location
London
Type
Contract
Job Ref
Service Catalog Manager

How to Apply

For more information about this job Call: 01924 664 540

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