Our central government client is seeking a highly skilled and experienced Service Management and Incident Management Specialist to join their IT Services team. The ideal candidate will have a strong background in managing IT services and incidents within a government organisation. This role is critical in ensuring the stability and efficiency of our IT operations, providing high-quality service to our users, and maintaining compliance with government regulations.
Key Responsibilities:
Service Management:
Develop, implement, and maintain IT service management processes and procedures.
Monitor and report on service performance, ensuring SLAs are met.
Collaborate with various departments to understand their IT needs and ensure services are aligned with business objectives.
Conduct regular service reviews and identify areas for improvement.
- Incident Management:
Lead the incident management process, ensuring timely resolution of incidents.
Coordinate with IT teams to investigate and resolve incidents, minimizing impact on business operations.
Maintain an incident log and produce regular incident reports.
Conduct root cause analysis and implement corrective actions to prevent recurrence.
- Stakeholder Management:
Act as the primary point of contact for service and incident management issues.
Communicate effectively with stakeholders, providing updates on incident status and service performance.
Build and maintain strong relationships with internal and external stakeholders.
- Compliance and Governance:
Ensure all service and incident management activities comply with government regulations and standards.
Participate in audits and provide necessary documentation and evidence.
Stay updated on relevant laws and regulations affecting IT service management.
ITIL certification or equivalent experience in IT service management.
Proven experience in service and incident management within a government organisation.
In return, you will receive the opportunity to support a major government department, going through large digital transformation. The possibility to work on a 4 month contract, paying up to £475 p/day (in scope of IR35). There is a requirement to be on site up to 3 days per week at an office close to your home address.
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