Job Description

Job Description

Job Overview:

Reporting into the Service Controller Team Manager this role forms part of an impactful service management team focusing on experience and a high level of customer service, delivering the right outcome to Arm.

Responsibilities:

  • Assisting the ITSM Process Owners with the day-to-day operation, maintenance and improvement of the Service Management processes.
  • Collaborating on defining the continual improvement of the service asset and configuration management process. This covers hardware infrastructure (network, server and security on-prem and cloud), end-user devices, and software. It will drive the development the SACM strategy and roadmap, designing and implementing the SACM & SAM processes and procedures. This includes ensuring ITSM tooling (workflows, CMS and CMDB) support the processes. You will build and maintain the Configuration Management Plan, setting out the approach for integration with CMDBs and ensuring we have the correct information collected for each configuration item (CI) and the relationships between CIs are maintained.
  • Working with technical and process managers to deliver compliance so that the processes continues to be effective and efficient. This includes delivering training and documentation to users, carrying out quality assurance on the processes and the CMS/CMDBs, and developing a range of performance measure to supervise the effectiveness of SACM and that support targets are met.
  • In partnership with Procurement you will maintain records of contracts and entitlements, so we have optimum support and licencing for our needs, producing reports of software entitlements versus usage on a regular basis.
  • Leading major incident management response on a 16x5 rota as required this will include – setting up a major incident bridge, assessing business impact, owning the major incident call and sending communications

    • Execution of Service Management BAU activities including and not limited to:

  • Change Management assessments and approvals and knowledge article quality review and addressing feedback.
  • Trend Analysis and post incident reviews.
  • Coordination of joiners, movers and leavers.
  • Monitoring and following up of problematic tickets, preparation and presentation of ticket data at the Daily Service Review.
  • Monitoring and management of ITSM ServiceNow queue and promoting ticket management standard process across IT.
  • Keeping our customers up to date and setting realistic expectations.
  • Taking ownership for your work and being proactive to offer the best level of service.

    • Required Skills and Experience:

  • ITIL V3 or V4 foundation qualification.
  • 1-2 years experience in an IT environment.
  • Strong problem resolution skills and a can do attitude.
  • Consistent track record of effectively prioritizing and completing tasks in a reactive high-pressure environment.
  • Good interpersonal skills, self-motivated and the ability to lead by example.

    • “Nice To Have” Skills and Experience:

  • Major Incident Management!
  • ServiceNow.
  • SIAM foundation.

    • In Return:

    With offices around the world, Arm is a diverse organisation of dedicated, innovative and highly talented professionals. By enabling a vibrant, inclusive, meritocratic, and open workplace, where all our people can grow and succeed, we encourage our people to share their unique contributions to Arm's success in the global marketplace.

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