SC Cleared Service Delivery Manager - BMC Remedy

Job Title: SC Cleared Service Delivery Manager - BMC Remedy
Contract Type: Contract
Location: Sutton Coldfield
Salary: £550 Per Day - Umbrella - Inside IR35
Start Date: March 2018
Reference: JD/C/17641
Contact Name: Jackie Dean
Contact Email:
Job Published: April 12, 2018 12:45

Job Description

Lead on the upgrade BMC Remedy Service Management Tool with the BMC Technical lead and assist with the configuration and set up of the Change Management module within Remedy, configuring the tool to enable them to progress and track Change Requests through the minor CR process.

Must have current active SC Clearance to apply (used within last 12 months).

Manage the DIO Service Desk coordinating resources to ensure all incident management calls and Service Requests are logged on the Incident Management System (Remedy). Manage closure or escalation of calls as appropriate. Ensure all calls are assigned appropriate priority and resolver group.

Tasks include:

Maintain and monitor BMC Remedy Service Management software to ensure all Service Desk calls are resolved within target timescale.
Conduct regular service reviews with the internal team and suppliers.
Communicate planned and unplanned outages of services to all stakeholders providing appropriate information in a timely manner in each instance.
Provide regular reports and statistics on Incidents and Change Requests for IMS Programme and CIO Management team.
Provide ad-hoc management information on Incident Management as required.
Manage the review and analysis of incidents to identify recurring issues and update Problem Management and Knowledge Base.
Manage the review of Customer-facing material (including Service Catalogue and FAQs) to update and improve based on experience and outcomes.
Liaise with Super-User Community to advise on updates to major incidents and new supporting material for end-users.
Manage update of the Incident Management System status, provide updates to end-users throughout Change and Release activities.

Job Title: Service Delivery Manager
CV Submission Deadline: 16/04/2018 @ 10.00
Competitive Daily Pay Rates: £550 Umbrella Per Day
Hours: Daily 7.4 / Weekly 37
Location: West Midlands: Sutton Coldfield
Contract Length: Til 04/08/2018
Security Clearance Level Required: SC - Security Check

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