Service Liaison Manager - NESO

Overview

Lead IT service liaison, aligning ITSM, SIAM, agile, AI and vendor management.

Key Responsibilities

• agile ceremonies
• itsm processes
• ai automation
• kpi tracking
• vendor management
• cmdb management

Tasks

-Facilitate agile ceremonies, such as sprint planning, stand-ups, and retrospectives, to ensure continuous improvement. -Proactively identify and resolve service-related issues, ensuring timely communication and resolution. -Act as the primary point of contact between IT service management and other business units. -Oversee and manage IT service delivery to ensure high-quality service and customer satisfaction. -Oversee vendor relationships, ensuring that Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met. -Ensure ITSM best practices are implemented and adhered to across the organisation. -Develop and track key performance indicators (KPIs) to measure the success of IT service management activities. -Promote and facilitate a digital mindset across the IT service management team. -Lead the development and optimisation of IT Service Management (ITSM) processes to improve service efficiency and effectiveness. -Drive the implementation of AI technologies to enhance service management processes and achieve greater efficiency. -Provide regular reports and updates to senior management on service performance and improvement initiatives. -Apply agile principles to enhance the efficiency and effectiveness of IT service delivery. -Implement root cause analysis and corrective actions to prevent recurrence of issues. -Identify opportunities for digital innovation and drive initiatives to leverage digital technologies for service enhancement. -Collaborate with IT teams to identify and implement service improvements. -Conduct regular performance reviews with vendors and implement improvement plans as necessary. -Identify AI-driven opportunities for automation and optimisation within IT services. -Implement Integrated Risk Management (IRM) strategies to mitigate risks and ensure compliance. -Build and maintain strong relationships with stakeholders to understand their needs and align IT services accordingly. -Utilise the Common Service Data Model (CSDM) and Configuration Management Database (CMDB) to manage and optimise IT service configurations and data integrity. -Manage Service Integration and Management (SIAM) processes to ensure seamless service delivery across multiple vendors.

Requirements

• ai
• siam
• itil
• agile
• sam
• bachelor's

What You Bring

-Experience in implementing AI technologies to improve service efficiency and effectiveness. -Data-Driven Decision Making: Ability to use data and analytics to inform decisions and drive improvements. -Expertise in Service Integration and Management (SIAM), vendor management, and ITSM process optimisation. -Collaboration: Strong collaboration skills to work effectively with cross-functional teams and external partners. -Excellent organisational and time management skills. -Adaptability: Ability to quickly adapt to changing environments and embrace new technologies and methodologies. -Bachelor’s degree in information technology, Business Management, or a related field. -Strong knowledge of SAM, HAM, IRM, CSDM, and CMDB. -Innovative Thinking: A forward-thinking mindset to identify and implement innovative solutions. -Relevant certifications such as ITIL, Agile, or Scrum Master are highly desirable. -Experience with agile methodologies and a track record of applying agile practices in IT environments. -Leverage strong knowledge of Software Asset Management (SAM) and Hardware Asset Management (HAM) to maintain and optimise asset utilisation. -Proven experience in IT service management, with a strong understanding of service delivery processes and ITSM best practices. -Strong digital mindset with a passion for leveraging technology to drive business outcomes. -Excellent communication and interpersonal skills, with the ability to influence and engage stakeholders at all levels. -Strong leadership and team collaboration skills. -Strong problem-solving skills and the ability to work under pressure in a fast-paced environment.

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Benefits

-Full support and career-development resources to expand your skills, enhance your expertise, and maximise your potential along your career journey. -Generous Total Rewards Plan – comprising of health, finance and wealth, work/life balance, and career benefits.

About National Energy System Operator

-Founded with a mission to ensure the energy system operates efficiently and reliably. -Specializes in managing the balance between energy supply and demand across a wide network. -Focuses on integrating renewable energy sources like wind and solar into the grid. -Has played a pivotal role in modernizing infrastructure to meet growing energy needs. -Committed to providing secure energy services while minimizing environmental impacts. -Works closely with stakeholders in the energy, transport, and utilities sectors. -Supports government and private sector projects with a focus on energy sustainability. -Has successfully managed several large-scale projects to upgrade energy transmission systems. -A leader in adapting energy infrastructure to accommodate the future needs of smart grids.

Sector Specialisms