Lead Analyst Service Improvement
SITA
- London
- Permanent
- Full-time
- Develop and implement IT service management processes and procedures to ensure the efficient and effective operation of IT infrastructure and platforms.
- Liaise and work closely with the SMEs within the Infrastructure Cloud Engineer and SITA Global Services organizations, to facilitate the operational readiness process.
- Continuously monitor and review performance of the Operations Partner (internal / external) against SLAs and contractual obligations and report findings to internal stakeholders and management.
- Author reports including executive summaries and work papers detailing the assessment work completed, evidence reviewed, and identified gaps.
- Act as the operational escalation point within the Infrastructure and Cloud Engineering (ICE) organization for the ICE Engineering and the SITA operation teams.
- Lead the planning, coordination, and execution of operational readiness for new or modified IT services, ensuring seamless integration into the production environment.
- Develop comprehensive operational readiness plans, including timelines, resource requirements, and risk mitigation strategies.
- Establish operational readiness review processes to validate that all necessary operational activities, such as monitoring, incident management, and support documentation, are in place.
- Establish processes for capturing lessons learned from operational readiness activities and incorporate them into the operational processes.
- Conduct post-implementation reviews to evaluate the effectiveness of operational readiness activities, identify areas for improvement, and implement corrective actions.
- Bachelor's degree in computer science, information technology, or a related field.
- 5+ years of experience in IT service management, technical support, or system administration roles.
- Strong understanding of IT infrastructure, including networking, servers, storage, and cloud technologies.
- Experience with IT service management frameworks and methodologies, such as ITIL or COBIT.
- Excellent leadership and management skills, with the ability to motivate and inspire a team of technical specialists.
- Strong communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels of the organization.
- Certifications such as ITIL Foundation, PMP, CCNA, or MCSA/MCSE are a plus.
- Ability to work independently, prioritize tasks, and adapt to changing priorities in a fast-paced environment.
- Confident stakeholder management skills, negotiation skills and the ability to build effective working relationships at all levels and across global locations.
- Certifications such as ITIL Foundation, PMP, CCNA, or MCSA/MCSE are a plus.
- Detailed oriented and Good analytical skills.