▷ Urgent Itil Packs Practitioner

Job Req ID Posting Date Function Location Salary Why this job matters The purpose of the role is to lead on the specific contracts for Problem Management Capacity Availability Knowledge Management and work with the Team Manager to maintain and improve service performance resulting in cost effective operations and ensuring contractual SLAs are achieved Contributing to continual improvement processes and performing Change Control activities for customers managed by their team This role is aiming to build a best-in-class service offering for their function growing the customer base through competitive tender and solution innovation and marketing the function in all aspects to the business and the other ITIL functions The role would support the service performance team and leading the staff in India and ensuring in driving wider Service Performance KPI s and enable the people in India to drive improvements and manage their well-being The role holder would also be responsible for all direct customer facing projects task and would lead on any complex delivery in the wider team supporting the overall practice What you ll be doing Responsible for implementing and setting the processes for ITIL functions and setting strategic industry best practice in these critical ITIL processes across their contracts Ensuring that the analysis reporting are carried out appropriately to minimise the number and impact of any related incidents upon the Customer s service Influencing key stakeholders ensuring the ITIL framework is implemented and linkages between practices are clear and relevant across EMS In order to do this effectively they would need to have relevant professional technical ITIL knowledge Owning at least one transformational activity to drive improvement within the wider Problem Management Team Taking ownership drive Continuous Improvement initiative to ensure that Value is added which is Beyond the CI journey Accountable for meeting all internal KPI and external SLA measures across the practice to support and drive all internal working agreements OLA to increase customer satisfaction Recognised as a role model within their peer group and prepared to challenge Significant Contribution to Transformation Willing to adapt to a challenging or complex Environment Contribute to the management of budget within their team as well as management of new business coming into the team with responsibility for any associated cost savings Be cleared to the required security level to ensure compliance to contractual and governance requirements Knowledge on Risk BCP Service Continuity Coach Mentor the analysts in the team firstly to ensure proper KT is given for existing new business secondly to help understand the customer requirements with regards to the monthly reports sent and thirdly to handle escalations when and where necessary To be fully conversant with the Tools Processes for Capacity Availability Knowledge Problem Management Service Continuity Proven track record of working collaboratively to develop better ways to work together Thorough understanding of customer contract or programme and knowledge of BT products The skills you ll need Recommends and influences proactive analysis process including automation and improving the existing process and decides on communication and implementation of this Decides appropriate governance and risk assessment and final decision on proceeding with complex incident across the customer base This roles holder would be expected to manage customer interactions as applicable and champion escalation management for the team Cover for Manager when necessary Contribute to the management of budget within their team as well as management of new business coming into the team with responsibility for any associated cost savings Be cleared to the required security level to ensure compliance to contractual and governance requirements Knowledge on Risk BCP Service Continuity Coach Mentor the analysts in the team firstly to ensure proper KT is given for existing new business secondly to help understand the customer requirements with regards to the monthly reports sent and thirdly to handle escalations when and where necessary Our leadership standards Looking in Leading inclusively and Safely I inspire and build trust through self-awareness honesty and integrity Owning outcomes I take the right decisions that benefit the broader organisation Looking out Delivering for the customer I execute brilliantly on clear priorities that add value to our customers and the wider business Commercially savvy I demonstrate strong commercial focus bringing an external perspective to decision-making Looking to the future Growth mindset I experiment and identify opportunities for growth for both myself and the organisation Building for the future I build diverse future-ready teams where all individuals can be at their best With over 175 years of heritage BT is now the flagship business brand of BT Group We ve brought together our best people and capabilities into a B2B powerhouse serving 1 2 million business customers internationally We re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes from big household names and government departments right through to sole traders and new start-ups But it s not just the technology that matters it s what it can do to help them build stronger smarter more secure businesses We value diversity and inclusion and believe in making a positive impact We connect for good by championing digital inclusion and equipping people businesses and communities with digital skills to thrive As a member of our team you will be part of an organisation that celebrates difference fosters innovation and provides you with opportunities to be your best With millions of businesses relying on us daily joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society A FEW POINTS TO NOTE Although these roles are listed as full-time if you re a job share partnership work reduced hours or any other way of working flexibly please still get in touch We will also offer reasonable adjustments for the selection process if required so please do not hesitate to inform us DON T MEET EVERY SINGLE REQUIREMENT Studies have shown that women and people who are disabled LGBTQ neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria We re committed to building a diverse inclusive and authentic workplace where everyone can be their best so if you re excited about this role but your past experience doesn t align perfectly with every requirement on the please apply anyway - you may just be the right candidate for this or other roles in our wider team