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Enterprise Service Manager (ESM) - Improve

Posted 25 Mar 2024
Work experience
2 to 5 years
Full-time / part-time
Full-time
Job function
Degree level
Required language
English (Fluent)

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The Enterprise Service Manager (Improve) retains the overall accountability for the performance, quality of, and compliance of the Improve team within Service Management. Enabling easyJet’s ITD&C functions to drive improvements through the policies and processes that underpin Continual Service Improvement, IT Service Continuity and Service Risk Management along with platform ownership of the Enterprise Service Management Tooling that supports the end-to-end management of service oversight.

JOB PURPOSE

The ESM - Improve is an exciting new role that is critical to helping us as a team to achieve our goals of automating and building resiliency across the Service Management capabilities and platform that supports the end-to-end services for ITD&C.

Working closely with your ESM peers to ensure that we have the right insight that will inform, service improvements, service risk management and service continuity. Also, you will be the accountable for the ServiceNow platform and the BAU support and demand for the platform, working closely with our outsourced partner of the ServiceNow platform.

JOB ACCOUNTABILITIES

Accountabilities

  • The ESM role is to act as a trusted advisor and IT ambassador to both external key stakeholders across easyJet and within the Service Management teams to understand and help realise their critical business outcomes, through data driven insight.
  • Provide leadership, mentoring and line management to Service Improvement team enabling them to develop and become accomplished in delivering effective underpinning processes and platform to support stakeholders to manage both our technical and business services.
  • Accountable for the roadmap of improvements of the ITSM ServiceNow platform, licences and workflows that support Service Management capabilities. Working in partnership with the ESM’s accountable for the Service Introduction and Manage teams.
  • Champion the Service Management processes and team, mission, and service offerings, enabling and empowering the team to build and develop the key relationships to ensure the successful and repeatable Service Management governance and oversight.
  • Accountable for the release management to the ServiceNow platform across all modules including but not restricted to ITSM, SecOps. ITOM
  • Accountable and for the IT Service Continuity and DR polices, Problem, Service Risk Management policies, processes, and standards.
  • Accountable and Responsible for the performance management of all FTE team members. Whilst also ensuring high performance of the Managed Service Partner.
  • Standardise service management procedures, templates, requirements, and to enable automation of the Service Operations processes.
  • Accountable for implementing the Team’s critical success factors and KPIs that will contribute to the objective measuring of the team’s performance in line with delivering the business value and measurements.

Requirements of the Role

KEY SKILLS REQUIRED

  • People Manager, lead, inspire and empowering highly productive and happy teams. Extensive experience in matrix management.
  • Significant experience gained in an IT service management \ delivery organisation within a high demand environment
  • Significant experience in managing and service management platform and ServiceNow experience a bonus.
  • Experience in managing deliverables via 3rd party vendors in a high profile and/or technically innovative enterprise solution
  • Ability to take ownership for complex problems and offer consultancy to deliver value for customers.
  • Experience of working in outsourced service provision
  • Customer focused with a passion and drive for customer satisfaction and delivering business value.
  • Build effective relationships and results orientation
  • Proven ability to make customer-oriented decisions
  • Ability to communicate in a clear and concise manner to all levels
  • Comfortable to challenge and be challenged and manage conflict
  • Good interpersonal skills that enable working relationships to be developed at all levels across the business
  • Experience in understanding of cost models (total cost of ownership)
  • Commercial focus and awareness

Experience & Qualifications

  • Demonstrable experience with ITSM tooling with a focus on ITOM, ITSM, and ITBM
  • Practical knowledge and application of ITIL (v3or v4) service processes
  • Have an in-depth understanding of Service Management Framework principles and processes and experience of implementing frameworks

We’re Europe’s leading airline flying more than 82 million passengers to more than 33 countries! But we’re not just known for our size and innovation, we’re known around the world for our incredible staff who are at the heart of everything we do.

Aerospace & Defence
Luton
8,000 employees