We’re currently recruiting for a skilled IT Service Management Technical Lead for our IT department at Kilbirnie Street in Glasgow.
Hours
Full time, Monday – Friday 8.30am – 5pm
Flexible working is available with this role.
About the role
As Technical Lead, you will be responsible for defining, creating and controlling the configuration information of Arnold Clark technology – maintaining accurate information on the planned, current and historical state of the components of IT and application services and associated platforms to offer genuine business benefits.
Reporting to the Head of IT Service Operations, you will help design, configure and maintain Arnold Clark’s IT service management tools, including the introduction of a CMDB. Building strong relationships with our technology teams, you’ll work closely with them to ensure that requirements are understood, and that the tools we operate meet the company’s needs while also meeting the needs of our customers.
Day-to-day duties
- Managing the maintenance and accuracy of the CMDB and its CIs.
- Maintaining and introducing new service maps.
- Ensuring that the information within the CMDB is available and accessible to all functions including Change, Release, Incident, Problem and Service Request.
- Generating accurate audit and baseline reports.
- Determining and maintaining the appropriate level of detail required for configuration items.
- Contributing to the development of the configuration management strategy, processes and policy.
- Performing all required administration to ensure that all changes to configurable items adhere processes and are auditable.
- Acting as subject matter expert in all technical matters relating to Arnold Clark’s IT Service Management tools and reporting.
- Supporting the definition and application a CI governance, IT service mapping policy, IT service catalogue and CMDB for both hardware and software assets.
- Assessing the operational readiness of new and varied IT services.
- Defining requirements for reporting across our CMDB estate and delivering this into department and team dashboards.
- Collaborating with project management to define and collect the information required to integrate and map new services in to the CMDB and Service Map register.
- Working with technical teams to integrate monitoring systems with our CMDB CIs to capture performance information.
- Auditing the CI inventory to ensure accuracy.
- Ensuring that the CMDB records are kept accurate and relevant MI is provided to IT service managers.
- Controlling the end of life closure of CIs and dependant maps.
- Carrying out build reporting that adds real benefit to the organisation.
Essential skills
- Good interpersonal, communication and presentation skills.
- A strong working and practical knowledge of ITIL principles.
- A naturally good communicator, able to remain calm under pressure and focused on delivery of solutions.
- Experience of successfully managing third party delivery relationships.
- The ability to work as a team and provide technical leadership and guidance.
- A positive and customer-focused outlook.
- Thorough practical knowledge of IT operations and service management principles and processes.
Nice to have (but not essential)
- Experience in all aspects of business planning, IT systems analysis and application development.
- ITIL v2 or v3 Service Manager’s Certificate or equivalent.
- Exposure to current IT service management tools in the market.
In return for your technical expertise, you’ll receive one of the best employee benefits packages in the automotive industry, including flexible hours, free private healthcare, life assurance and generous employee discounts.
Employment within the Arnold Clark Group is offered subject to satisfactory reference and disclosure check.
Only successful candidates will be contacted for interview.