ITSM SME in West London, London

ITSM SME
6-12 Month contract
West London 4 days per week
Market rate (Inside IR35)

My client, a consultancy are lookinf for an ITSM SME who is 'hands-on'. The role holder will create and implement processes and policies, working alongside the existing team to help get them aligned and working in a consistent way, across the group.

The role would primarily be based in Shepherd's Bush. We may need to look at pricing for additional out of hours during a Major Incident for example.

Key responsibilities:
Create the policies and own core competencies from the ground up; Incident/Request, Problem, Change, Availability, Capacity etc. and importantly, ensure they're being followed consistently across the team(s) and territories
Lead MI's if needed initially (showing the team as they go so they can be trained).
Help to run and mature the CAB and ensure all supporting documentation/schedules are shared, coordinating across the group & third parties.
Help with tooling implementation and embedding, once selected.
The client are currently doing a new ITSM tooling selection - this role can also help shape the SLA and OLAs of the future, working with key stakeholders.
Monitor, review and report on existing service levels and volumes across the group.