ITIL Process Manager

Company Description

Wavenet is a managed services provider specialising in cybersecurity, communications, and connectivity solutions that evolve alongside our customers' businesses—no matter what the future brings. Since our inception in 2000, we have been dedicated to keeping businesses connected. At Wavenet, we focus not only on immediate solutions but also on future needs. 

We continuously stay ahead of the technology curve, ensuring our customers can trust that we are committed to making their business future-ready. Your success is our success. We go above and beyond to deliver exceptional service quality and an unparalleled customer experience, becoming a true extension of your business. We are dedicated to fulfilling our promise to make your business thrive.

Job Description

Join Our Dynamic Team!

Are you an experienced leader in ITIL environments? Do you excel in process ownership for services delivered to external customers? If you have experience with service delivery using a Service Integration and Management (SIAM) model, we invite you to explore an exciting career opportunity as an ITIL Process Manager with us!

In this pivotal role, you will be accountable for several ITIL disciplines, ensuring that our internal and external delivery procedures reflect the highest standards. You'll focus on the definition, execution, and delivery of these processes, leading a dedicated team responsible for:

• Knowledge Management
• Problem Management
• Change Management
• Release Management
• Service Asset and Configuration Management
• Configuration Management Database (CMDB)

You will collaborate closely with key stakeholders across service and operations to ensure the ongoing management of a fully integrated ITIL Best Practice Framework, supported by an effective process-driven toolset. Additionally, you will lead Service Integration in a multi-tower environment, defining and optimising processes across all service towers related to Wavenet and our customers.

Key Responsibilities:

• Strategic Leadership: Define process strategy and goals, ensuring clarity and understanding across all service and operations teams.
• Process Implementation: Ensure that all processes are fit for purpose, adhering to standardised blueprints.
• Toolset Optimisation: Manage and optimise a centralised, fully integrated toolset solution.
• Role Definition: Establish clear roles and responsibilities for process owners.
• KPI Management: Ensure that all Resolver Teams and Service Towers understand their obligations, with established KPIs to measure process effectiveness.
• Performance Monitoring: Track Service Tower performance against these KPIs and drive continuous improvement.
• Process Review Forums: Lead forums to review and enhance all processes, ensuring adaptability to changing needs.
• Ad Hoc Support: Mobilise working groups as needed to resolve daily process-related challenges.

Qualifications

Required Skills & Experience:

• Proven experience managing teams in an ITIL environment.
• Strong background in ServiceNow or similar ITSM tools.
• Demonstrable process ownership for services delivered to external customers.
• Familiarity with service delivery in multi-tower environments.
• Understanding of SIAM principles and their application in service delivery.
• Skills in defining processes and enhancing their maturity.
• Excellent communication and interpersonal skills, with a strong focus on building relationships.
• Solid commercial acumen and high-level influencing capabilities.
• Proficient negotiation and conflict resolution skills.

Desirable Skills:

• ITIL Lifecycle Certificate in Service Strategy, Design, or Operation.
• A minimum of 2 years in a similar role.

Additional Information

Join Us!

We are committed to building a diverse and inclusive workforce. We welcome applicants from all backgrounds and experiences to apply and bring their unique perspectives to our team. Together, let’s drive innovation and excellence in Change & Release Management!

At Wavenet, we provide more than just a job; we create an exceptional environment with a broad range of benefits to support your success from day one. With us, you’ll receive a competitive starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and extensive health and wellbeing programs, all supported by our dedicated Wellbeing Team.

Here’s a closer look at what we offer:

• Office-Based Working: A collaborative approach with team support, requiring you to work in one of our offices. This role emphasises in-person teamwork and engagement at Wavenet.
• Annual Leave: Start your journey with 25 days of leave, increasing by one day each year up to 28 days—our way of expressing appreciation for your dedication.
• Health & Wellbeing: Your wellbeing is our priority. Benefit from private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance program, all facilitated by our Wellbeing Team.
• Wavenet Academy: We are excited to announce the launch of Wavenet Academy, our new user-friendly Learning Management System (LMS). This platform is designed to enhance learning, training, and personal development initiatives across our organisation.

Ready to join the UK’s largest managed service provider? Apply today or contact our friendly Talent Acquisition Team [email protected] for more information.