What is the purpose of the role?
The service asset and configuration management lead will be an experienced IT Service management professional with overall responsibility managing and supporting all service assets across all TWUL business areas. The role will ensure that all service asset and configuration management process activities are fit for purpose including the lifecycle planning, control and management of service assets, including information relating to those assets and their relationships.
What makes this role unique?
As part of our exciting plans, the IT operations team structure is growing to strengthen and increase our in-house capability and capacity. The areas of expertise we're looking for are focused on the end to end service management of our IT services. This is a chance for you to work in our innovative creative office space where you will be able to visually demonstrate your skills, ideas and insights openly. This is a challenging role which requires you to help deliver the best next generation services to all our customers. Thames Water are about to embark on a very exciting journey to improve our IT services. You will be part of a new team creating our own in house multi-million pound ITIL service management framework. You will be involved in continuously improving our service for our current and future long term vision.
What will this role involve?
Establish and ensure maintenance of the service asset and configuration management process, policies, procedures and guidelines.
Manage the service asset and configuration management process and ensure it is delivered to the agreed level of performance to support service availability and manage the lifecycle for service assets including inventory, compliance, usage and disposal.
Ensures the application of status accounting and auditing throughout all stages of the CI lifecycle, including the early stages of system development and manages and maintains the service compliance of all IT and service assets in line with business and regulatory requirements and act as the focal point for service asset and configuration management for the IT department, acting as a the key contact and escalation point.
Ensure that the service asset and configuration management process is consistently followed across the service delivery function and that full process compliance is achieved across all retail groups and third party suppliers.
Service Management: Support other service management processes and activities to support the delivery of BAU including, change & release management, incident management, problem management, capacity management, availability management and continuity management/DR.
Service asset and configuration management is reporting: Ensure the provision of regular, transparent and accurate reporting on all service asset and configuration management activities against agreed KPIs and performance criteria.
Risk Management: Work in collaboration with the operational risk and compliance manager to identify risks and issues that arise from the service asset and configuration management process.
Continuous Service Improvement: Develop, make recommendations and own Service asset and configuration management CSI activities to improve overall process delivery.
Stakeholder Management: Develop key relationships within the business areas and support the management of all incidents but in particular major business significant incidents to ensure that business impact is fully identified and understood, and stakeholders are fully engaged during the incident management process.
What are we looking for?
We are looking for someone with ITIL intermediate service transition or release, control and validation experience, you will need to poses a significant amount of experience in service asset an configuration management adhering to ITIL/ITSM standards and at least two years of team leaders responsibilities in an IT operational environment. Essential technical skills we are looking for are a broad knowledge of asset management technologies; including discovery tools and CMBD automated tooling, IT operations management, stakeholder management, customer service techniques and process design and management. All applicants must have experience of delivering and managing services to agreed levels and an understanding of the regulatory and audit requirements with respect to information security and privacy issues
Thames Water information and salary details
This role is based at our offices in Reading. We are offering a salary of between £48,000 and £72,000, dependant on skills and experience, as well as a competitive bonus, car allowance, private healthcare and an industry leading pension scheme.
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 27/04/2018.