ITIL Service Manager

7 days ago


Dublin, Dublin City, Ireland Cpl Healthcare Full time

**Role Summary**

We are looking for an ITIL Service Manager to join our Infrastructure and Operation Services team at Cpl Healthcare.

The successful candidate will have experience in Service Delivery principles, ITIL V4 ITSM, and Azure fundamentals accreditation.

You will be responsible for supporting the Change & Release Service Manager in overseeing the day-to-day activities of the Change & Release team, reporting and prioritising tasks, and collaborating with stakeholders to ensure smooth delivery of services.

Main Responsibilities

  • Conduct deep dive analysis of data and processes relating to Change & Release Management, provide findings in an easy-to-understand format (e.g. dashboards, reporting, verbal reports).
  • Investigate anomalies in the Process to (a) see how they occurred and (b) mitigate against it re-occurring.
  • Ensure that all IT teams follow the release management process for all releases and escalates any repeated non-conformity.
  • Conduct thorough quality assessments on modifications and maintain detailed release records.
  • Identify inefficiencies and bottlenecks in the Change & Release process as part of the analysis and raise them to management.
  • Correlate the Change & Release activities with their impact on Incidents and Problems, also utilise the other ITIL Process owners to improve the Change & Release function.
  • Ensure communications (both formal and informal) are frequent and appropriate regarding information gathering and sharing, thus fostering more collaborative relationships.
  • Deliver training and online (chat) help, to new team members who need to use the Change & Release processes and tools.
  • Conduct post-implementation reviews for unsuccessful changes and generate a quality scorecard for the change record.
  • Oversee impact on multiple ITIL processes, ensuring the team drives visibility of Change & Release issues and improvements within all IT Operations activities.
  • Support Management teams' decision-making along with meeting contractual SLA/KPI measurements. ]


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