ITIL Process Manager

Company Description

Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.

Since 2000, we’ve been keeping businesses connected.

At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof.

Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.

Job Title: ITIL Process Manager

Reports to: Service Operations Manager

Number of Direct Reports: 1-4

Location: Birstall

Purpose of the role

As an ITIL Process Manager, you are responsible for the design, implementation, and ongoing management of IT service management processes based on the ITIL framework. This role requires a strong understanding of IT service management best practices and a proven track record of driving process improvements that lead to enhanced service quality and customer satisfaction.

What you will be doing

• Lead a dedicated ITIL Process team within a SIAM model for an established public sector managed service account.
• Manage a small team of managers that cover a number of hybrid functions including Knowledge Management, Problem Management, Change Management, Release Management, and Service Asset and Configuration Management.
• Collaborate with the Service Desk Manager to deliver and manage a fully integrated ITIL Best Practice Framework.
• Act as the lead for Service Integration in a multi-tower environment.
• Define, develop, implement, adopt, and optimise processes across all Service Towers within the SIAM model.
• Contribute to the delivery of a high-quality managed service for a large public sector account.
• To define process strategy, goals and ensure they are understood across all Service Towers for all processes.
• To ensure that all processes are in place, are fit for purpose and follow the standard Blueprint
• To ensure the management and ongoing optimisation of a centralised and fully integrated toolset solution;
• To ensure process owners are in place with clearly defined roles and responsibilities.
• Ensuring that all Resolver Teams and Service Towers that interface to the process understand their obligations when operating within the process
• Ensuring that process KPI’s are in place across all processes.
  • End-to-end measurement of KPI’s
  • Service Tower performance against process KPI’s
• Driving Process Review Forums across all Service Towers for all processes in order to continually improve and drive the effectiveness of all processes
• Mobilising Process Working Groups as required in order to react to the requirement to resolve ad-hoc process related issues on a day-to-day basis
• This is a green field Role and you will have the opportunity to make it your own. The successful applicant will receive externally delivered and certified SIAM training for this role.

What you need to have done already

• Managing small Teams in an ITIL environment
• Process ownership on services delivered to external Customers
• Service delivery in multi–tower environments
• Experience of service delivery in a SIAM model or at least fully aware and bought into the principles of SIAM
• Experience in defining processes and driving their maturity

• The candidate will ideally have an ITIL Managing Professional (MP) or ITIL Strategic Leader (SP) certification, as a minimum the candidate will hold a version 4 Foundation Certificate and have a minimum of 2 years of experience in a similar role

Skills you will need to excel

• Act as the primary point of contact for ITIL process-related inquiries and escalations, providing guidance and support to process users.
• Participate in IT service management tool selection and configuration to support ITIL processes.
• Stay current with ITIL and IT service management best practices, incorporating new ideas and methodologies into the organization's processes.
• Strong leadership, whilst influencing; forming strong working relationships and seeing the value of people within the operation is critical to success.
• Highly formed communication skills that demonstrate an ability to Investigate and interrogate situations as well as articulate clear and well-structured information that can be understood and acknowledged across various teams and departments.
• An affinity for being prepared, and organised; ready to deliver and take control of situations with confidence when required.
• Driving others to hold accountability and achieve outcomes is critical to success.
• A contagious positive attitude that can drive others to maintain or improve their own mindset, even in challenging times.
• Data insight and interpretation skills

Other qualifications

The following are considered desirable.

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• ITIL Expert certification or equivalent experience in IT service management.

Additional Information

At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.

We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:

• Hybrid Working: Flexibility matters. Our hybrid model lets you choose a blend of home and office-based working, so work fits seamlessly with your life.
• Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
• Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.

Ready to join the UK’s largest managed service provider? 

Apply today or contact our friendly Talent Acquisition Team for more information.