Information Technology Service Management Specialist

We are looking for Service Analyst Based in Cambridge, UK -contract-Hybrid

Job Overview:

We are looking for a proactive, adaptable, and dedicated individual to join our team of IT Service Management Professionals within the Value Delivery Office. You will be responsible for driving, governing and optimizing the IT service assurance process to ensure that new or changing services continually meet the highest standards set by Arm.

Responsibilities:

• Lead the design, implementation, and governance of the service assurance and transition assurance processes.
• Develop and maintain all process documentation, training materials, and communication assets.
• Drive continual service improvement initiatives across ITSM practices.
• Define, collect and analyse metrics to assess process maturity, efficiency and effectiveness.
• Continually update and maintain our service assurance criteria.
• Support and guide project managers and project delivery teams to effectively apply our processes to their work.
• Chair weekly Service Assurance Board and drop-in sessions.
• Collaborate with partners to validate services are production-ready before release.
• Provide mentorship on Early Life Support (ELS) plans and ensure alignment with operational teams.

Required Skills and Experience:

• 10+ years of hands-on experience in ITSM processes.
• 5+ years of proven track record leading service design, transition, or assurance processes in large organization's.
• ITIL 4 Managing Professional or Strategic Leader certification preferred.
• Experience in governing and leading large scale IT transformation projects.
• Ability to lead process governance, reporting, and compliance.
• General conceptual understanding of IT infrastructure and applications, project management, and SDLC.

“Nice To Have” Skills and Experience:

• Previous exposure to service lifecycle transitions from suppliers or partners to in-house teams.
• Strong problem-solving skills and negotiation skills.
• A highly analytical approach, with good knowledge of process re-engineering and optimisation.