IT | ITIL4 & SIaM Specialist
We are seeking a highly skilled ITIL4 and SIaM (Service Integration and Management) Specialist to join our Service Management transformation programme. The successful candidate will be responsible for identifying, designing, building, documenting and implementing IT service management processes and frameworks on a large scale as part of a strategic programme. This role focuses on project-based work rather than managing Business-As-Usual (BAU) operations.

Key Responsibilities
ITIL4 Process Design and Implementation
– Design and implement ITIL4 best practices across the IT service management lifecycle.
– Develop and document IT service management policies, procedures, and processes.
– Ensure processes are aligned with the overall strategic goals of the IT programme.

Service Integration and Management (SIaM) Framework Development
– Develop the SIaM framework to enable seamless integration of multiple service providers and Business Units.
– Design governance structures, processes, and tools for effective service integration.
– Collaborate with internal IT teams and external service providers to define integration points and interfaces.

Programme Support and Delivery
– Work as part of a programme team to deliver IT service management and SIaM solutions.
– Participate in project planning, providing expertise on ITIL4 and SIaM methodologies.
– Ensure deliverables are completed on time, within scope, and to the required quality standards.

Continuous Improvement and Innovation
– Identify opportunities for innovation and improvement in IT service management and integration practices.
– Conduct research and stay updated on industry trends and best practices in ITIL4 and SIaM.
– Propose and implement enhancements to processes and tools to drive efficiency and effectiveness.

Stakeholder Engagement and Communication
– Act as a liaison between the programme team and stakeholders regarding IT service management and service integration matters.
– Communicate effectively with stakeholders at all levels to ensure alignment and understanding of IT service objectives and activities.
– Provide training and support to internal teams and service providers on ITIL4 and SIaM processes and practices.

Tool Selection and Implementation
– Assist in the selection and implementation of IT service management tools to support ITIL4 and SIaM processes.
– Ensure tools are configured to meet the needs of the programme and support the designed processes.

Qualifications and Skills
Education
– Bachelor’s degree in Information Technology, Computer Science, or a related field.

Certifications
– ITIL4 Foundation Certification (required).
– Advanced ITIL4 certifications (required).
– SIaM Foundation or Professional Certification (required).

Experience
– Minimum of 5 years of experience in IT service management, preferably in an ITIL4 environment.
– Proven experience in designing and implementing IT service management processes and SIaM frameworks on a large scale across multiple suppliers and Business Units.
– Experience working in a programme or project-based environment.

Skills
– Strong understanding of ITIL4 practices and SIaM principles.
– Excellent problem-solving and analytical skills.
– Effective communication and stakeholder management skills.
– Ability to work collaboratively in a team environment and manage multiple priorities.
– Proficiency with IT service management tools (e.g., ServiceNow,).

Are you ready to spearhead transformative change within a national organisation? We are seeking a dynamic Lead Change Manager for a 12-month FTC role. You will act as the cornerstone of the Change function and collaborate with the Head of Transformation to not only navigate complex Programme deployments but also to pave the way for sustained organisational evolution in the years ahead.

What You’ll Bring:

• A fervent commitment to change management, coupled with a track record of assembling and nurturing high-performing teams.
• Expertise in implementing best practices, thought leadership, and innovative methodologies to drive superior outcomes.
• Proven experience in guiding and shaping change initiatives, leveraging established methodologies such as PROSCI.
• Strategic vision to develop comprehensive change management strategies aligned with overarching business objectives.
• A hands-on approach to ensure consistent and high-quality execution of change activities across projects.
• Proficiency in stakeholder engagement, fostering senior leadership buy-in, and cultivating a network of change advocates.
• A keen eye for evaluating organisational readiness for change and implementing targeted interventions for successful adoption.
• Dedication to the ongoing evolution and improvement of change solutions and operational practices.

Your Responsibilities:

• Lead the change workstream across diverse, complex projects, ensuring alignment with business objectives.
• Collaborate with key stakeholders to develop and implement tailored change management strategies and plans.
• Define and nurture the capabilities of the Change Management team, providing mentorship and guidance.
• Oversee stakeholder mapping and engagement efforts to drive support for change initiatives.
• Establish a robust change network to embed effective change principles throughout the organisation.
• Evaluate business readiness for change through impact assessments and performance metrics.
• Facilitate seamless transition from project deliverables to business as usual operations.
• Identify and mitigate risks to adoption, ensuring successful implementation of change initiatives.

Training Focus:

• Conduct user Training Needs Analysis to inform strategy and plans.
• Coordinate training delivery and measure effectiveness to drive continuous improvement.
• Develop and maintain training materials in alignment with evolving business needs.

Desired Qualifications:

• Proven experience in setting up and managing Change Management teams, preferably in a PBSA environment.
• Familiarity with technology-led change initiatives (e.g., Salesforce, Oracle Fusion).
• Deep expertise in Change Management methodologies, ideally with certification (e.g., Prosci).
• Demonstrated success in developing internal Change Toolkits and fostering organisational change readiness.
• Passion for coaching and developing team members.