ITSM Service Design Lead (8 months contract)

At Keywords, we are using our passion for games, technology and media to create a global services platform for video games and beyond. Our aim is to become the “go to” provider of technical services.

We enable leading content creators and publishers to leverage our expertise and capacity across the lifecycle of interactive content. In so doing, we empower our clients to remain lean and agile, and to focus on creating the most engaging experiences. We stand shoulder to shoulder with our clients working as their external partner, providing access to our teams of experts where and when needed.

Keywords is trusted and relied upon by many of the world’s leading video game companies to work alongside them during concept, development and live operations by leveraging the breadth and depth of our industry leading service lines every step of the way.

We seek a highly skilled and experienced ITSM Service Manager to pioneer our Global ITSM teams across Service Catalogue, and Service Level Management practices at Keywords Studios. In this pivotal role, you will be instrumental in defining our strategy and driving our mission to deliver exceptional IT services to our customers. If you are passionate about impactful work and embrace challenges, your expertise and vision are in demand here!

Key Responsibilities

• SLA/OLA Development: As the owner of our IT Service Catalogue, you will ensure it accurately reflects our current and evolving service offerings. You'll play a key role in crafting and negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Design and Implementation of New Service Catalogue Processes: Lead the design and implementation of innovative processes related to service catalogue management. Collaborate with cross-functional teams to identify opportunities for enhancement and develop solutions that align with business objectives.
• Strategic Communication and Collaboration: Develop and execute communication strategies that align ITSM goals with broader business objectives, enhancing the synergy between IT and other business units. This role involves cross-functional collaboration and effective stakeholder management.

Qualifications and Skills

• Proven experience in ITSM with a focus on Service Catalogue development.
• Strong background in SLA/OLA development and negotiations.
• Demonstrated ability in leading and developing ITSM teams.
• Excellent communication skills with experience in cross-departmental collaboration.
• Familiarity with ITIL practices and project management methodologies.

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