Job Overview:
Reporting into the Service Controller Team Manager this role forms part of an impactful service management team focusing on experience and a high level of customer service, delivering the right outcome to Arm.
Responsibilities:
- Assisting the ITSM Process Owners with the day-to-day operation, maintenance and improvement of the Service Management processes.
- Collaborating on defining the continual improvement of the service asset and configuration management process. This covers hardware infrastructure (network, server and security on-prem and cloud), end-user devices, and software. It will drive the development the SACM strategy and roadmap, designing and implementing the SACM & SAM processes and procedures. This includes ensuring ITSM tooling (workflows, CMS and CMDB) support the processes. You will build and maintain the Configuration Management Plan, setting out the approach for integration with CMDBs and ensuring we have the correct information collected for each configuration item (CI) and the relationships between CIs are maintained.
- Working with technical and process managers to deliver compliance so that the processes continues to be effective and efficient. This includes delivering training and documentation to users, carrying out quality assurance on the processes and the CMS/CMDBs, and developing a range of performance measure to supervise the effectiveness of SACM and that support targets are met.
- In partnership with Procurement you will maintain records of contracts and entitlements, so we have optimum support and licencing for our needs, producing reports of software entitlements versus usage on a regular basis.
- Leading major incident management response on a 16x5 rota as required this will include – setting up a major incident bridge, assessing business impact, owning the major incident call and sending communications
Required Skills and Experience:
- ITIL V3 or V4 foundation qualification.
- 1-2 years experience in an IT environment.
- Strong problem resolution skills and a can do attitude.
- Consistent track record of effectively prioritizing and completing tasks in a reactive high-pressure environment.
- Good interpersonal skills, self-motivated and the ability to lead by example.
“Nice To Have” Skills and Experience:
- Major Incident Management!
- ServiceNow.
- SIAM foundation.
In Return:
With offices around the world, Arm is a diverse organisation of dedicated, innovative and highly talented professionals. By enabling a vibrant, inclusive, meritocratic, and open workplace, where all our people can grow and succeed, we encourage our people to share their unique contributions to Arm's success in the global marketplace.
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Accommodations at Arm
At Arm, we want our people to Do Great Things. If you need support or an accommodation to Be Your Brilliant Self during the recruitment process, please email accommodations@arm.com. To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations. All accommodation requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation. Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud or office accessibility. Please email us about anything we can do to accommodate you during the recruitment process.
Hybrid Working at Arm
Arm’s hybrid approach to working is centred around flexibility, where we split our time between the office and other locations to get our work done. Within that framework, we empower groups and teams to determine their own particular hybrid working pattern, depending on the work and the team’s needs. Details of what this means for each role will be shared upon application. In some cases, the flexibility we can offer is limited by local legal, regulatory, tax, or other considerations, and where this is the case, we will collaborate with you to find the best solution. Please talk to us to find out more about what this could look like for you.
Equal Opportunities at Arm
Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don’t discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.