IT&D Manager - Service Management

Description

Role Purpose and scope

· Drive the process transformation to ensure they are fit for purpose & fit for use in a Digital, Cloud and multi-vendor environment.

· Participate in managing the overall service quality, service availability and operational capability in conjunction with all of the relevant processes and ITSM controls

· Responsible for active participation in streamlining key IT support processes such as Incident Management, Change Management, Configuration Management etc. by leveraging automation / RPA

· Responsible for driving continuous improvement across key support processes, and ITSM Suite – ServiceNow

· Participate in the governance of ITSM Processes and associated reporting to enable truly verified and validated CSL/KPI Reports

· Ensures the ITSM Processes are adequately governed from Effectiveness, Efficiency and Compliance perspective

· Service Integration: Develop and implement the Service Integration strategy and framework to optimize service delivery across multiple service providers. Ensure smooth handovers between different service providers and maintain a unified approach to service management.

· Vendor Management: Establish strong working relationships with service providers, vendors, and stakeholders to foster collaboration and improve service outcomes. Monitor vendor performance, identify areas for improvement, and take necessary actions to address issues and discrepancies.

· Reporting and Visualisation : Define reporting principles, design reporting layout and enable reporting using distinct disparate data sources. Expert at (or exposed to) reporting tools like Power BI, etc.

Skills & Experience required: ·

Proven experience in Service Integration and Management or IT Service Management (ITSM).

· Strong understanding of ITIL (Information Technology Infrastructure Library) framework and practices

· Ability to develop and implement process improvement, crossing team and organisational boundaries

 Should have executed end to end assignment which includes Gap analysis, Process Definition, implementation road map and auditing

· Proven track record on implementing the Process Modernization roadmap as part of Multi-Cloud environment, multi-vendor environment & Digital transformations.

· Should have worked on improving process maturity to ITIL4 in their previous roles. · Knowledge on Application and infrastructure Maintenance lifecycle and Transition

· Working knowledge of GxP guidelines, prior experience of setting robust processes compliant with GxP on a ITSM tool.

· Hands-on experience refining the Hardware & Software Asset Management & CMDB.

· Total relevant work experience of 6 - 10 years and at least 4 years’ experience in ITIL consulting (Process definition and transformation)

· Agile Change management experience (implementation and operate)

· Experienced in the successful management of Major incidents, MI Playbooks and User Communications

· Good understanding of the IT Service Management Toolsets – ServiceNow

Technical / professional qualifications:

· ITIL Expert OR ITIL4 Managing Professional – ITIL4 practitioner (required)

· Strong knowledge of the ServiceNow platform (required)

· SIAM Certification and/or equivalent Service Integration methodology (desirable)

· ISO 20000 Implementer / Lead auditor certified (desirable)

· Agile Methodology (desirable)

· Lean / six sigma experience (desirable)

· Modern Service Management for Azure (desirable)

· Expertise in Power BI reporting (desirable)

·  Assessment/auditing skills

· Knowledge on other related frameworks and standards like DevOps, Agile, ISO 9001, Six Sigma, COBIT, CMMi SVC etc., will be an added advantage

Equality

At Reckitt, we recognise that in real life, great people don’t always ‘tick all the boxes’. That’s why we hire for potential as well as experience. Even if you don’t meet every point on the job description, if this role and our company feels like a good fit for you, we still want to hear from you. Come and join a team whose purpose is to protect, heal and nurture in the relentless pursuit of a cleaner and healthier world.

All qualified applicants to Reckitt will receive consideration for employment without regard to age, disability or medical condition; colour, ethnicity, race, citizenship, and national origin; religion, faith; pregnancy, family status and caring responsibilities; sexual orientation; sex, gender identity, gender expression, and transgender identity; protected veteran status; size or any other basis protected by appropriate law.