Aberdeen

Reporting Analyst

13263
Reporting Analyst
0
Inverness
Flexible
Reporting Analyst – circa £30k
Global Consultancy
Inverness

We are currently assisting this prestigious IT organisation in the recruitment of a Reporting Analyst to join the team in Inverness and oversee service level reporting. This will include contractual report delivery as well as continual audits to ensure data quality and adherence to approved processes.

Role overview:
• Ensure that Service Level Agreements (SLAs) are defined, agreed, documented, measured, reviewed
• Understand scope of delivered services usually described in contract statements
• Validate Service Level Accuracy and Achievements presented by the Service Towers
• Understand scope of services delivered by each Service Towers

Key skills / Experience:
• Good knowledge of Visual Basic and Excel (essential)
• Excellent documentation and report writing ability
• Excellent communication skills
• Well-motivated team player with lots of drive and enthusiasm
• The ability to use initiative, whilst working on their own with minimum supervision
• Excellent influential and organizational skills
• Understanding of Service Management Framework
• ITIL v4 Foundation


Deerfoot IT Resources Ltd is a leading specialist recruitment business for the IT industry. We will always email you a full role specification, name our client and wait for your email authorisation before we send your CV to this organisation. Deerfoot IT: Est. 1997. REC member. ISO certified. *Each time we send a CV to a recruiting client we donate £1 to The Born Free Foundation (charity no. 1070906).

Deerfoot is acting as an Employment Agency in relation to this vacancy.
Jakub Bakowski
07483 001374
jakub.bakowski@deerfoot.co.uk
Reporting Analyst – circa £30k Global Consultancy Inverness We are currently assisting this...
Permanent

Configuration Analyst

13259
Configuration Analyst
0
Inverness
£30k - £35k DOE
Configuration Analyst - £30k - £35k DOE
Inverness
Security Clearance Requirement: SC Cleared or Willing to undergo clearance

We are currently assisting this prestigious IT organisation in the recruitment of a Configuration Analyst to join the team in Inverness.

The Configuration Analyst focuses on ensuring details for configuration items are accurate and complete in the Configuration Management Database (CMDB), including policing data quality against documented standards, following prescribed lifecycle processes and procedures to ensure maintenance and control of the CMDB.

Skills/Experience:
• Knowledge of computer systems, integration and architecture concepts
• Analytical/reporting techniques supported by understanding of statistics and quality management concepts
• Strong leadership and stakeholder management skills
• Strong customer communication skills
• Ability to develop training material, schedule and facilitate training sessions for internal and external resources
• ITIL v4 Foundation (desirable)

Role overview:
• Ensuring registration of new Assets and Configuration Items (CIs)
• Maintain proper relationships as defined in the agreed Configuration Models
• Assist in audits of the CMDB
• Assist the Configuration manager in conducting Quality Assurance over the Service Asset and Configuration Management (SACM) process and policies
• Works closely with the Change managers to ensure that CI changes / updates are reflected in the CMDB in a timely manner


Deerfoot IT Resources Ltd is a leading specialist recruitment business for the IT industry. We will always email you a full role specification, name our client and wait for your email authorisation before we send your CV to this organisation. Deerfoot IT: Est. 1997. REC member. ISO certified. *Each time we send a CV to a recruiting client we donate £1 to The Born Free Foundation (charity no. 1070906).

Deerfoot is acting as an Employment Agency in relation to this vacancy.
Jakub Bakowski
07483 001374
jakub.bakowski@deerfoot.co.uk
Configuration Analyst - £30k - £35k DOE Inverness Security Clearance Requirement: SC Cleared or...
Permanent

Major Incident Manager

13135
Major Incident Manager - Inverness
0
Inverness
£40k - £55k
Managing of Major Incidents, providing leadership to resolution and clear communications throughout, Operational Major Incident Management experience, Good technical knowledge across technology towers
Major Incident Manager
£40k - £55k + Benefits Package
Inverness, Scottish Highlands

We are currently looking for a Major Incident Manager to join a leading, innovative, and prestigious organisation. Our client offers excellence in career growth, professional development and a coveted personalised benefits package.

The Major Incident Manager will be a core component of the bridge between the Client’s IT Organisation and the wider departments. The Command Centre is a 24/7/ 365 days function.

• This role will be part of a shift rotation based on the client site covering 24/7/365 days a week.
• This role will be expected to work in a 12hr shift pattern.
• This role requires the candidate to achieve DV Clearance

Skills / Environment
• Managing of Major Incidents, providing leadership to resolution and clear communications throughout
• Operational Major Incident Management experience
• Good technical knowledge across technology towers
• Delivery Management
• ITIL v3 Foundation
• Communication and presentation skills
• Strong customer communication skills
• Able to interact with clients and deal with the challenges presented by a strong client with a high degree of technical expertise
• Able to lead teams and drive activities within tight timeframes

Role Overview
• Management of Major Incidents and ensures effective interface to all associated processes (Incident Management, Problem Management, Knowledge Management, Reporting)
• Ownership and development of Operational Playbooks to drive swift resolution of major incidents
• Ability to own and Run executive communications
• Prior to start of day, ensures that all Business-Critical services are available and performing, through effective alignment with Service Desk and all support teams.
• Empowered to make technical decisions to the benefit of the Authority
• Maintain effective relationships with client suppliers/third parties to organise the efficient supply of services within agreed contractual terms.

Salary: £40k - £55k

This role may suit candidates, who hold the following job titles: Major Incident Manager, Incident Manager

Deerfoot IT Resources Ltd is a leading specialist recruitment business for the IT industry. We will always email you a full role specification, name our client and wait for your email authorisation before we send your CV to this organisation. Deerfoot IT: Est. 1997. REC member. ISO certified. *Each time we send a CV to a recruiting client we
Steve Green
07483 001372
steve.green@deerfoot.co.uk
Major Incident Manager £40k - £55k + Benefits Package Inverness, Scottish Highlands We are...
Permanent

Asset and Configuration Manager

13122
Asset and Configuration Manager
0
Inverness
£45,000 - £50,000
Asset and Configuration Manager – Inverness, Scottish Highlands
Salary – Circa £45,000

We are currently looking for an Asset and Configuration Manager to join a leading, innovative and prestigious organisation. Our client offers excellence in career growth, professional development and a coveted personalised benefits package

As Asset and Configuration Manager you will work closely with Configuration management and Change management functions, alongside Business Service Managers, Service Desk, clients and suppliers to drive improvement within Asset Management and Service Integration.

Key Responsibilities
• Register and/or ensure registration of new Assets
• Ensure Service Delivery teams directly supporting the CIs and assets follow the prescribed SACM lifecycle processes - including related Install, Move, Add and Change (IMAC) processes to communicate change to the CMDB.
• Ensuring all updates are maintained in a timely and accurate manner
• Monitoring and assisting in service delivery in enforcing defined SACM policies
• Collaborating with the Change Manager to ensure that CI changes / updates are reflected in the CMDB in a timely manner

Key Skills
• Asset and Configuration Management experience
• Quality documentation and report writing ability.
• General Management skills (Time management, Communication Skills, Staff Management etc.)
• Experience of managing meetings and facilitation skills
• Excellent documentation and report writing ability
• Experience of leading teams
• Flexibility and ability to cope with pressure situations
• Knowledge of better practice methodologies (ITIL, Deliver etc).
• Must be confident and have good leadership, communication and presentation skills
• Due to the level of Security Clearance required, only UK nationals are eligible for this role.
• A good understanding of the IS Business would be desirable, but not essential

Deerfoot IT Resources Ltd is a leading specialist recruitment business for the IT industry. We will always email you a full role specification, name our client and wait for your email authorisation before we send your CV to this organisation. Deerfoot IT: Est. 1997. REC member. ISO certified. *Each time we send a CV to a recruiting client we donate £1 to The Born Free Foundation (charity no. 1070906).
Peter Hirst
07917 725773
peter.hirst@deerfoot.co.uk
Asset and Configuration Manager – Inverness, Scottish Highlands Salary – Circa £45,000 We are...
Permanent
ASAP

Availability Manager

13055
Availability Manager
0
Inverness
£45,000
Availability Management, ITIL
Availability Manager – Inverness, Scottish Highlands
Salary – Circa £45,000

We are currently looking for a Availability Manager to join a leading, innovative and prestigious organisation. Our client offers excellence in career growth, professional development and a coveted personalised benefits package. Working as part of the Service Management this role will encompass the overseeing of change management staff managing the lifecycle of changes.

As Availability Manager, you will act as the owner of the Capacity Management, Availability and Demand Processes and oversee the delivery of these, contributing to the efficient and effective running of all related activity.

Key Responsibilities
• Establish and maintain comprehensive capacity management planning process taking into account current and future demand.
• Act as Subject Matter Experts for capacity and availability related issues, relating to both services and resources and collaborates with other Service Management services, and other stakeholders.
• Identify future business requirements that will affect capacity/availability requirements and ensure there is a match between the capacity of IT and the agreed business demands.
• Ensure that stakeholder resources are appropriately identified and coached.
• Taking feeds from the Digital Partnership monitoring teams, track IT resource usage and promptly identify capacity issues; provide capacity/availability trending information to allow for forecasting future capacity requirements.
• Assess Incidents/Problems and make appropriate capacity IT changes to improve performance.
• Ensure that there is adequate capacity within the IT environment to meet Service Levels and other performance requirements, taking into account daily, weekly and seasonal variations in capacity demands.
• Develop and propose scenarios for addressing capacity constraints and define associated costs, risks and benefits of each.
• Ensures high quality reports are produced and manages associated management actions
• Maintenance and improvement of role related Problem Management documentation, through effectively and timely review and authorisation.
• Adherence to Availability and Capacity Management Policies, Guidelines and Process
• Builds and maintains effective working relationships with Customers and Suppliers
• Leads operational and management oriented meetings
• Provides feeds into the Continuous Service Improvement process where appropriate

Peter Hirst
07917 725773
peter.hirst@deerfoot.co.uk
Availability Manager – Inverness, Scottish Highlands Salary – Circa £45,000 We are currently...
Permanent
ASAP

Capacity Manager

13053
Capacity Manager
0
Inverness
£45,000
Capacity Management, ITIL
Capacity Manager – Inverness, Scottish Highlands
Salary – Circa £45,000

We are currently looking for a Capacity Manager to join a leading, innovative and prestigious organisation. Our client offers excellence in career growth, professional development and a coveted personalised benefits package. Working as part of the Service Management this role will encompass the overseeing of change management staff managing the lifecycle of changes.

As Capacity Manager, you will act as the owner of the Capacity Management, Availability and Demand Processes and oversee the delivery of these, contributing to the efficient and effective running of all related activity.

Key Responsibilities
• Act as Subject Matter Experts for capacity and availability related issues, relating to both services and resources and collaborates with other Service Management services, and other stakeholders.
• Identify future business requirements that will affect capacity/availability requirements and ensure there is a match between the capacity of IT and the agreed business demands.
• Ensure that stakeholder resources are appropriately identified and coached.
• Taking feeds from the Digital Partnership monitoring teams, track IT resource usage and promptly identify capacity issues; provide capacity/availability trending information to allow for forecasting future capacity requirements.
• Assess Incidents/Problems and make appropriate capacity IT changes to improve performance.
• Ensure that there is adequate capacity within the IT environment to meet Service Levels and other performance requirements, taking into account daily, weekly and seasonal variations in capacity demands.
• Develop and propose scenarios for addressing capacity constraints and define associated costs, risks and benefits of each.
• Ensures high quality reports are produced and manages associated management actions
• Maintenance and improvement of role related Problem Management documentation, through effectively and timely review and authorisation.
• Adherence to Availability & Capacity Management Policies, Guidelines and Process
• Builds and maintains effective working relationships with Customers and Suppliers
• Leads operational and management oriented meetings
• Provides feeds into the Continuous Service Improvement process where appropriate

Key Skills
• Quality documentation and report writing ability (experience with reporting tools)
• General management skills (time management, communica
Peter Hirst
07917 725773
peter.hirst@deerfoot.co.uk
Capacity Manager – Inverness, Scottish Highlands Salary – Circa £45,000 We are currently...
Permanent
ASAP

Problem Manager

13052
Problem Manager
0
Inverness
£45,000
Problem Management, ITIL
Problem Manager – Inverness, Scottish Highlands
Salary – Circa £45,000

We are currently looking for a Problem Manager to join a leading, innovative and prestigious organisation. Our client offers excellence in career growth, professional development and a coveted personalised benefits package.
Working as part of the Service Management this role will encompass the overseeing of change management staff managing the lifecycle of changes.

As a Problem manager you will seek and eliminate recurrence of incidents, proactively identify hidden risk and improvement opportunities by working with both client and colleagues to identify the root cause of Incidents and initiating actions to improve or correct the situation, this will include performing Incident trend Analysis to support proactive Problem investigations.

Key Responsibilities
• Ensure the effective operation of the Problem Management Process and oversee the Problem Management process delivery
• Identify and raise potential proactive Problems via the use of Incident trend analysis and reporting
• Participate in the triage process for all proposed Problem cases, ensuring that results are documented, and problems are allocated via ITSM tooling
• Lead and manage both proactive and reactive Problem investigations via Root Cause Analysis
• Secure prioritization of problems from a business perspective
• Ensure that cross – service problem investigations are conducted effectively in line with end-to-end Service Level Agreements
• Act as escalation point in scope of root cause analysis process
• Ensure the delivery of high-quality reporting

Key Skills
• Manage associated management actions, share root cause and known errors and other lessons learnt across the regions and with service providers as appropriate
• Manage or coordinate implementation of corrective actions, recording of residual business risk and communicate high quality updates to all stakeholders
• Ensure that active knowledge sharing exists between all engaged parties, ensure mandatory compliance with and ongoing maintenance of the Known Error database and promoting it across service providers and Service Domains
• Ensure that stakeholder resources are appropriately identified and coached
• Ensure that service providers use globally consistent approach to operational processes
• Review the efficiency and effectiveness of the Problem Management function and processes on a periodic basis

Deerfoot IT Resources Ltd is a lead
Peter Hirst
07917 725773
peter.hirst@deerfoot.co.uk
Problem Manager – Inverness, Scottish Highlands Salary – Circa £45,000 We are currently...
Permanent
ASAP

Problem Lead

13050
Problem Lead – Inverness
0
Inverness
£75,000 - £80,000
Problem Lead, ITIL
Problem Lead – Inverness, Scottish Highlands
Salary – £75,000 - £80,000

We are currently looking for a Change Lead to join a leading, innovative and prestigious organisation. Our client offers excellence in career growth, professional development and a coveted personalised benefits package.
Working as part of the Service Management this role will encompass the overseeing of change management staff managing the lifecycle of changes.

As the Senior Problem manager you will lead the Problem Management function to seek and eliminate recurrence of incidents, proactively identify hidden risk and improvement opportunities by working with both client and colleagues to identify the root cause of Incidents and initiating actions to improve or correct the situation, this will include performing Incident trend Analysis to support proactive Problem investigations

Key Responsibilities
• Ownership, accountability and effective leadership for Problem Management Processes and Operational delivery across both Proactive and Reactive Problem Management
• Lead and assist in the Identification and raising of potential proactive Problems via the use of Incident trend analysis and reporting
• Lead and Participate in the triage process for all proposed Problem cases, ensuring that results are documented, and problems are allocated via ITSM tooling
• Lead and manage both proactive and reactive Problem investigations via Root Cause Analysis
• Lead and ensure that Clients business interests are maintained over and above those of any specific service provider
• Guide and ensure appropriate prioritization of problems from a business perspective
• Ensure that cross – service provider (problem investigations are led and conducted effectively and in line with end-to-end Service Level Agreements



Key Skills
• Accountable as a senior escalation point for Problem Management issues including root cause analysis
• Accountable for the delivery of high-quality reporting, monthly management information
• Lead associated management actions, share root cause and known errors and other lessons learnt across the regions and with service providers as appropriate
• Lead the management or coordination of implementation of corrective actions, recording of residual business risk and communicate high quality updates to all stakeholders
• Accountable for ensuring active knowledge sharing exists between all engaged parties, ensure mandatory compliance with and ongoing maintenance
Peter Hirst
07917 725773
peter.hirst@deerfoot.co.uk
Problem Lead – Inverness, Scottish Highlands Salary – £75,000 - £80,000 We are currently...
Permanent
ASAP

Change Lead – Inverness

13049
Change Lead – Inverness
0
Inverness
£50k - £65k
Change, ITIL, ServiceNow, Remedy
Change Lead – Inverness, Scottish Highlands
Salary – £75,000 - £80,000
We are currently looking for a Change Lead to join a leading, innovative and prestigious organisation. Our client offers excellence in career growth, professional development and a coveted personalised benefits package.
Working as part of the Service Management this role will encompass the overseeing of change management staff managing the lifecycle of changes.
As the Change Lead you will ensure that change management staff are following processes and the lifecycle of changes are logged, progressed, updated/authorised and actioned/resolved within the scope of the Service Level Agreement, ensuring that all necessary parties are informed and involved in the process.
Key Responsibilities
As Change Lead, your responsibilities may include, but not be limited to:
• Ensure that all changes are managed properly by the Change management support staff
• Initiates periodic checks and balances of existing changes within the system for accuracy and process compliance by both the change managers and support staff
• Escalate any changes which are damaging the quality of the Authority Service
• Ensure all changes comply with controls and customer/regulatory controls
• Ensure process for Change Management is utilized
• Ensure the distribution of daily, weekly and adhoc reports occurs
• Ensure training occurs and monitor regular training for resolver groups in preparing RFC’s
• Identify issues and risks and propose and initiate solutions
• Minimize costs for supporting the change management process
• Identify process non compliances and ensure action is taken
Key Skills
As someone with experience in Change Management with a good General knowledge of desktop products, procurement and operational delivery of services, you will demonstrate an ownership mentality and will be able to evidence the below requirements:
• Have strong knowledge of how to manage SLA’s and KPI’s;
• Be an influencer;
• Strong leadership skills;
• Ability to update existing and create new process documentation and training materials;
• Arbitrate all change queries;
• Possess a good personal network of contacts to enable them to “know who does what”;
• Remain calm under pressure;
• Excellent Presentation Skills;
• Conflict management.
• Experience of reporting tools
• Previous experience of ServiceNow and Remedy would be desirable but not essential.
Deerfoot IT Resources Ltd is a leading specialist
Peter Hirst
07917 725773
peter.hirst@deerfoot.co.uk
Change Lead – Inverness, Scottish Highlands Salary – £75,000 - £80,000 We are currently looking...
Permanent
ASAP

Change Manager – Inverness, Scottish Highlands

13045
Change Manager – Inverness, Scottish Highlands
0
Inverness - Scottish Highlands
25,000 - 40,000
Change Management, ITIL
Change Manager – Inverness, Scottish Highlands
Salary – Circa £30,000
We are currently looking for a number of Change Managers to join a leading,
innovative and prestigious organisation. Our client offers excellence in career growth, professional development and a coveted personalised benefits package.
Working as part of the Service Management this role will encompass the management of changes, ensuring that they are logged, progressed, updated/authorised and actioned/resolved within the scope of the Service Level Agreement, ensuring that all necessary parties are informed and involved in the process. You will also prepare reports on statistical information.
This role is client facing and may also require you to contribute to the development and deployment of an ITIL aligned process.

Key Responsibilities
• Acted in a change management capacity in a customer service or IT environment
• Experience of working to agreed service levels
• Experience in using a Change Management system
• Drive actions that increase the percentage of changes that are implemented correctly first time
• Ensure that change implementation risk is understood and mitigated to increase the likelihood of successful implementation at first attempt
• Ensure that all changes are managed as planned within the timescales agreed with the change requester
• Escalate any changes which are damaging the quality of the service
• Ensure all changes comply with controls and customer/regulatory controls
• Ensure agreed Request for Change (RFC) are entered correctly in the Change Control System
• Organize Change Advisory Board Meetings (CAB), ensure agenda and papers are issued to participants in good time
• Review, monitor and communicate the progress and final outcome of changes to all relevant parties
Key Skills
• Chair Post Implementation Review meetings
• Manage follow-up actions identified from post implementation reviews
• Create and distribute daily, weekly and adhoc reports.
• Customer/Supplier Relationship
• Drive actions that minimize disruption to our customer’s environments due to changes
• Keep costs of change activities down
• Establish credibility with the client, delivery teams and 3rd party suppliers
• Understand the client’s business and the impact of changes you manage on their environment
• Have strong knowledge of customer’s contractual requirements
• ITIL certification
• Knowledge of the use of Service now and property would be desirable but not
Peter Hirst
07917 725773
peter.hirst@deerfoot.co.uk
Change Manager – Inverness, Scottish Highlands Salary – Circa £30,000 We are currently looking...
Permanent
ASAP