SDI is looking for a brilliant project manager with IT service desk operational experience, to join its team. As a key member of the team, you will be responsible for delivering a project to update SDI’s global best practice standard for service desk and its individual professional standards. As well as using your knowledge of IT service management and your service desk operations experience, to significantly input to the content of the standards and the growth of SDI’s global products and services. Service Desks are audited against SDI’s global best practice standard for service desk through a certification programme, part of the role will be to monitor the governance and quality of the audit process and drive service improvements through customer feedback.

Key Accountabilities & Responsibilities
• Project Lead – SDI’s global best practice standard for service desk and its individual professional standards
• Work with project sponsors/management to clearly scope and plan key deliverables required to deliver the project outcomes, balancing business priorities with stakeholder expectations
• Coordinate activities and dependencies within and across the projects assigned through detailed project planning, identifying external dependencies on other activities within the wider programme, resource or environments.
• Governance, Quality and Process Adherence
• Work with the auditing teams, developers, internal support team and product owners to ensure there is governance around the Service Desk Certification auditing programme, ensuring processes and procedures are followed and that CSI activity takes place
• Subject Matter Expert
• You will be expected to develop a deep understanding of SDI’s best practice standards and when required, represent SDI at customer meetings, webinars, ITSM conferences and events.
• You will provide support, advice and guidance to the trusted advisor team on service desk, IT service desk operations and ITSM best practice.
• Content Creation
• From time to time you will be asked to create inspirational content such as blogs for the consumption of the ITSM community via web and social channels.
You:
• are educated to degree level with experience of working in a service desk operational environment
• have project management experience
• are committed to ensuring compliance and best practice in all that you do
• have excellent communication skills, a demonstrable customer focused approach and proven experience of managing a diverse range of stakeholder relationships, including at senior management level
• are methodical and accurate in all you do, with excellent document recording and report writing skills.
• can demonstrate a strategic mindset and be able to see the bigger picture
• possess analytical decision making capability
• can demonstrate the highest professional standards of operation and service
• are able to provide solutions to problems in context with desired business outcomes
• are able to take the initiative when addressing problems
• are able to work on your own and as part of a team
• are able to demonstrate a thorough approach to work, and able to organise yourself and others effectively
• value collaboration and are able to build strong internal, business to business and business to customer relationships
• must be an effective team member, with sufficient flexibility and willingness to take on roles outside his/her normal functional responsibility when required

This is an excellent opportunity for an individual who has experience within the IT industry. The ideal candidate will be either a current ITSM practitioner such as a Service Desk Senior, Service Desk Team Leader, Service Desk Manager or IT Operations Manager.

The ideal candidate will have experience of ITIL processes, service delivery and client facing skills with at least, one of the following:

3+ years working in mid to senior level role in an IT service management or IT support environment.
2+ years Project Management experience
ITIL qualified to Foundation level as a minimum and/or SDI Service Desk Manager qualification.
Proven understanding of ITSM frameworks and best practices
There will be some UK travel involved in this role.