IT | ITIL4 & SIaM Specialist
We are seeking a highly skilled ITIL4 and SIaM (Service Integration and Management) Specialist to join our Service Management transformation programme. The successful candidate will be responsible for identifying, designing, building, documenting and implementing IT service management processes and frameworks on a large scale as part of a strategic programme. This role focuses on project-based work rather than managing Business-As-Usual (BAU) operations.
Key Responsibilities
ITIL4 Process Design and Implementation
- Design and implement ITIL4 best practices across the IT service management lifecycle.
- Develop and document IT service management policies, procedures, and processes.
- Ensure processes are aligned with the overall strategic goals of the IT programme.
Service Integration and Management (SIaM) Framework Development
- Develop the SIaM framework to enable seamless integration of multiple service providers and Business Units.
- Design governance structures, processes, and tools for effective service integration.
- Collaborate with internal IT teams and external service providers to define integration points and interfaces.
Programme Support and Delivery
- Work as part of a programme team to deliver IT service management and SIaM solutions.
- Participate in project planning, providing expertise on ITIL4 and SIaM methodologies.
- Ensure deliverables are completed on time, within scope, and to the required quality standards.
Continuous Improvement and Innovation
- Identify opportunities for innovation and improvement in IT service management and integration practices.
- Conduct research and stay updated on industry trends and best practices in ITIL4 and SIaM.
- Propose and implement enhancements to processes and tools to drive efficiency and effectiveness.
Stakeholder Engagement and Communication
- Act as a liaison between the programme team and stakeholders regarding IT service management and service integration matters.
- Communicate effectively with stakeholders at all levels to ensure alignment and understanding of IT service objectives and activities.
- Provide training and support to internal teams and service providers on ITIL4 and SIaM processes and practices.
Tool Selection and Implementation
- Assist in the selection and implementation of IT service management tools to support ITIL4 and SIaM processes.
- Ensure tools are configured to meet the needs of the programme and support the designed processes.
Qualifications and Skills
Education
- Bachelor's degree in Information Technology, Computer Science, or a related field.
Certifications
- ITIL4 Foundation Certification (required).
- Advanced ITIL4 certifications (required).
- SIaM Foundation or Professional Certification (required).
Experience
- Minimum of 5 years of experience in IT service management, preferably in an ITIL4 environment.
- Proven experience in designing and implementing IT service management processes and SIaM frameworks on a large scale across multiple suppliers and Business Units.
- Experience working in a programme or project-based environment.
Skills
- Strong understanding of ITIL4 practices and SIaM principles.
- Excellent problem-solving and analytical skills.
- Effective communication and stakeholder management skills.
- Ability to work collaboratively in a team environment and manage multiple priorities.
- Proficiency with IT service management tools (e.g., ServiceNow,).