ITIL Service Delivery Manager at GVA Partners

Job Overview

• We require the service of a Project Manager with ITIL experience, knowledge of IT and Operations, Service delivery to join our team.

Skills & Competencies

LEARNER

• Knowledge of Service delivery management framework.
• Able to log all relevant incidents/service request details, allocating categorization and prioritization codes.
• Working knowledge of ITIL foundation.
• Able to escalate Service requests in line with established Service lever targets ensuring tickets are properly logged.
• Able to create and manage user account.

PRACTITIONER

• Providing first-line investigation and diagnosis.
• Able to plan, and design IT infrastructure services.
• Knowledge of IT Service management software including ITIL and COBIT.
• Knowledge of ITIL incident, problem and change management components.
• Able to support tickets and service requests received from end-users of IT systems or issues identified through system and services.
• Able to log in all incidents and their resolution to see if there are recurring malfunctions.
• Able to monitor and manage reliability and availability metrics to infrastructure Service Level Agreements (SLA).

PROFESSIONAL

• Skills to review to approve SLA reports
• Skills to co-ordinate and mediate cross-vendor/supplier delivery issues.
• Able to review and approve root cause analysis for systemic issues within production (inclusive of applications and infrastructure).
• Experience troubleshooting network connectivity including LAN, broadband and VPN wireless and cellular-based internet services.
• ITIL v3 certified.
• Experience in producing reports using ServiceNow and/or other ITSM tools.
• Knowledge of ITIL environment and /or Technology Service Operations.
• Knowledge of cloud service delivery methods (LaaS, Paas, Saas).
• Able to manage and drive all services through adoption and implementation of ITIL process and procedures.
• Knowledge of all ITIL phases, beginning from Service Strategy, Service Design, Service Transition, and Service Operation.

EXPERTS

• Skills to review to approve SLA reports
• Skills to co-ordinate and mediate cross-vendor/supplier delivery issues.
• Able to review and approve root cause analysis for systemic issues within production (inclusive of applications and infrastructure).
• Experience troubleshooting network connectivity including LAN, broadband and VPN wireless and cellular-based internet services.
• ITIL v3 certified.
• Experience in producing reports using ServiceNow and/or other ITSM tools.
• Knowledge of ITIL environment and /or Technology Service Operations.
• Knowledge of cloud service delivery methods (LaaS, Paas, Saas).
• Able to manage and drive all services through adoption and implementation of ITIL process and procedures.
• Knowledge of all ITIL phases, beginning from Service Strategy, Service Design, Service Transition, and Service Operation.