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Job Title

Service Catalogue Manager

Location:

Telford

Contract Type:

Permanent

Sector:

Telecommunications

Salary:

£35,000 – £45,000

Service Catalogue Manager – Permanent – Telford

Produce and maintain the Service Catalogue containing accurate and up-to-date information on available business and supporting services and those being prepared to be introduced. Collaborate with assignment groups to populate the Service Catalogue, to allow requests to be made and fulfilled within agreed service levels, creating record producers and workflows to meet customer and internal requirements.

Key Responsibilities:
• Implement the Service Catalogue and governing policies
• Own and operate the Service Catalogue Management Process, ensuring that changes are approved and communicated before release
• Lead the capture and definition of Service Requests for relevant teams
• Define and broker OLAs between teams where required to ensure we meet our SLAs
• Prioritise the implementation of Service Request definitions based on complexity, demand and key business objectives
• Build and improve record producers and workflows for service catalogue items that meet internal (supporting service) and customer (business service) requirements, liaising with development teams to create new and modify existing controls to maximise quality and completeness of data entered by requesters
• Ensure Service Requests and workflows are correctly assigned and include appropriate approvals where relevant
• Publish Service Requests and provide notification and education in their use with relevant requesters
• Work with Product Management as part of the Service Design function to facilitate the introduction of new products and services with minimal operational impact and risk
• Identify and prioritise opportunities for exposure of Service Requests via internal and customer portal, automation via APIs and integration with internal systems and 3rd parties to “shift left” and drive operational efficiency and enhance the customer experience
• Manage feedback on Service Catalog and use this as input into CSI
• Deliver management reporting against defined and agreed KPIs

Skills:
• ITIL 3 or 4 Foundation
• ITIL Intermediate Module – Service Design
• Significant involvement in ITIL Service Design and/or Service Transition
• ServiceNow ITSM
• Significant experience in a service provider environment
• ServiceNow Service Catalogue
• Process design
• Logical & structured approach
• Conflict resolution
• Process definition using BPMN 2.0

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