SDI is looking for an experienced and passionate ITSM professional to join our team. You will be responsible for leading the project team to update SDI’s best practice service desk standards and SDI’s individual qualifications standards.

Job Role

You will use your knowledge of ITSM and service operations experience to significantly input to the content of the standards as well as supporting the growth of SDI’s global products and services.  As part of SDI’s SDC programme, service desks around the world are audited against the best practice standard and part of this role will be to monitor the governance and quality of the audit process to drive service improvements through customer feedback. You will also be trained to deliver SDC assessments.

Key Accountabilities & Responsibilities

Project Lead – SDI’s Best Practice Standards
  • Work with project sponsors and management to clearly scope and plan key elements 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 SDI auditing programme, ensuring processes and procedures are followed and that CSI activity takes place
Subject Matter Expert
  • You will be positioned as a subject matter expert for SDI best practice standards and represent the company as an ‘industry expert’ at customer meetings, webinars, ITSM conferences and events, delivering presentations, running workshops or hosting company events.
  • You will provide support, advice and guidance to the trusted advisor team on service desk, service operations and ITSM best practice.
Content Creation
  • From time to time you will be asked to create inspirational content such as blogs to be published for the benefit of the global ITSM community.

To be considered for this role, candidates will:

  • be educated to degree level with significant experience of managing an IT service desk environment
  • be committed to ensuring compliance and best practice in all that you do. Previous project management experience would also be beneficial.
  • 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
  • be methodical and accurate in all you do, with excellent document recording and report writing skills. Your strategic mindset, ability to see the bigger picture and analytical decision making will make you stand out, and you’ll constantly seek out methods to improve the status quo, keen to push yourself and SDI forward
  • have experience of internal training for continual team learning development
  • demonstrate the highest professional standards of operation and service
  • be able to take the initiative when addressing problems
  • be able to work on your own and as part of a team
  • be able to demonstrate a thorough approach to work, and able to organise yourself and others effectively
  • 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 a broad experience within the IT industry. The ideal candidate will be either a current ITSM practitioner such as a Service Desk Manager, IT Operations Manager or Service Delivery Manager.  The ideal candidate will have experience of ITIL processes, service delivery and client facing skills with at least, one of the following:

  • 5+ years working in a management level role in an IT service management and IT support environment.
  • 5+ years consulting in the ITSM industry.
  • 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.

How To Apply

To apply for this role please send an email with covering letter and CV to by 31 July 2018.

Share This Page