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IT Service Continuity Lead

Employer
Bsi
Location
Herndon, VA
Closing date
Sep 23, 2021

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Industry
Technology and Software
Function
IT
Hours
Full Time
Career Level
Experienced (Non-Manager)
About the role:The British Standards Institution (BSI) is hiring a IT Service Continuity Lead whose role is integral to the successful delivery and management of core processes through compliance, influencing and guiding stakeholders within IT functions, to ensure the consistent delivery of IT services to BSI colleagues globally.The IT Service Continuity Lead is a key role to develop and foster a Service Management culture within the global IT, to be the primary focal as well as owner of key ITSM processes globally within BSI IT.Additionally, this senior person will lead and mentor a BSI IT on ITIL best practices and to develop a service culture from first principles. The role also requires an in-depth knowledge of current service technologies and process methodologies.Senior Service Practitioner Responsibilities:Works closely with system developers, suppliers and with other service related functions, to ensure that services are designed in such a way as to optimise the cost/ performance (availability) equation, and to prioritise availability of services during major outage situationsEnsures that appropriate performance data is provided for analysis and recommends additional requirements where appropriateInitiates and monitors the implementation of agreed remedies, in close liaison with the service desk, incident management, change management, other support teams, configuration management and asset management functionsAnalyses incidents and problems (including major incidents and problems) to show trends, correlation and potential problem areas, so that actions can be taken to minimise the occurrence of incidents and to improve the process of problem reporting, analysis and resolutionDevelops and maintains problem management processes and advises on any improvements that could be implemented, using any tools that may be availableExamines evidence, and evaluates the quality of project outputs against the agreed service acceptance criteria, to ensure that the service is ready to go live and everything is ready to support this serviceCreates and maintains a catalogue of all available services (Service Catalogue)Liaises with Customers to establish the structure of service level agreements (SLAs)Regularly reviews Operational Level Agreements (OLAs - internal), and/or underpinning agreements (external) to ensure that they are in line with SLA targetsEducation/Qualifications:Bachelors degree preferred and relevant professional qualificationsThoroughly familiar with the services and products delivered and the tools, methods, procedures, equipment and software used in the operation and management of the serviceGood understanding of project management as well as service managementWorking ITIL processes & methodologies, has a disciplined and analytical approach to complex issuesPossesses an understanding of the interaction between service components, configuration items and general processing concepts, and the interaction between configuration items and business outcomesBroad understanding of the technical performance and benchmarks of products and the complexity of hardware, software and network system componentsPrevious involvement in some of the stages of the development life cycle, including risk management, and ITIL service management activitiesWhat we offer:BSI offers a competitive salary, group-sponsored health and dental, short-term and long-term disability, a company-matched 401k plan, company paid life insurance, 11 paid holidays and 4 weeks paid time off.Our Excellence Behaviours: Client-centric, Agile, Collaborative. These three behaviours represent how we do things at BSI. They help us ensure that BSI is a great place to work and a highly successful business.BSI is an Equal Opportunity Employer and we are committed to diversity.To protect our candidates and BSI employees during the Covid-19 outbreak, all interviews will take place remotely.by Jobble

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