Location: London, UK (Hybrid - 2 days per week in office)
Duration: 6 Months (Approx. 24 weeks)
Hours: 40 hours/week
Role Overview
We are seeking an expert-level IT Service Management (ITSM) Specialist for a 6-month contract. In this role, you will oversee and enhance operational service delivery across multiple technology support functions. You will act as the key liaison between internal stakeholders, the global service desk, and external vendors to ensure high-quality service alignment with business needs.
Key Responsibilities
Performance & KPI Management: Lead monthly stakeholder and vendor KPI review meetings to monitor service performance, track trends, and address operational concerns.
Data Analysis & Reporting: Extract and analyze operational metrics to identify risks, trends, and areas for continuous service improvement (CSI); present insights to senior leadership.
Incident & Escalation Management: Manage internal customer technology escalations and assist in coordinating Priority 1 (P1) and Priority 2 (P2) incidents, including stakeholder communications.
Governance & Documentation: Review and maintain internal service documentation, operational procedures, and support processes within the UK technology environment.
Required Skills & Experience
ITSM Expertise: Strong understanding of IT Service Management principles and operational governance (P4/Expert level in Analysis and Reporting).
Stakeholder & Vendor Management: Proven track record of managing relationships, leading service reviews, and driving vendor accountability.
Analytical Skills: Advanced capability in data extraction, analysis, and translating metrics into actionable improvement plans.
Incident Coordination: Experience handling high-pressure escalations and coordinating cross-functional incident management activities.
Communication: Exceptional organizational and communication skills, with the ability to collaborate across diverse global teams.
Randstad Technologies is acting as an Employment Business in relation to this vacancy.
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