Curran Daly & Associates
May 7, 2019
Work Experience
10+ years IT experience; 5+ years experience in service management, preferably in Major Incident and Problem management, with secondary support on other ITSM areas; 2+ years as Team Lead


  • Service Management:
    • Lead a team that manages the entire service lifecycle, including the planning, implementation, control, review and audit of service provision to meet customer requirements
    • Drive improvements in the Service Management area
    • Perform accurate and timely reporting on the status of service management activities and escalate potential issues and risks to the IT functions in an effective and timely manner
    • Ensure service delivery is monitored effectively, compared to service delivery metrics and that identified actions to maintain or improve levels of service are implemented
    • Assist the Business Engagement Managers to negotiate with relevant stakeholders in respect of disruptions and major amendments to the provision of services
  • Incident & Problem Management​
  • Change and Release Management
  • Service Continuity Management
  • Configuration Management
  • Vendor & Budget Management

Key Qualifications

  • Tertiary qualification in an IT-related discipline
  • 10+ years of experience within IT, either from a business or technical background
  • 5+ years’ experience in Service Management
  • 2+ years’ in a team lead role
  • ITIL certification
  • Understanding of both infrastructure and applications
  • Strong planning skills to conduct planning and forecasts
  • Strong ability to work well under stress and conflict
  • Demonstrated problem solving and remediation skills
  • Strong customer engagement and relationship building skills with ability to negotiate and influence effectively
  • Ability to work with both technical and non-technical employees at all levels of the organisation
  • Excellent verbal and written communication skills with an ability to communicate to technical and lay audiences
  • Ability to develop and maintain a quality assurance program.
Please give us a link to your LinkedIn profile, if you have one.
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