Service Delivery Manager (ITSM)

Technicolor Group is a creative technology company providing world-class production expertise driven by one purpose: The realization of ambitious and extraordinary ideas. Home to a network of award-winning studios, MPC, The Mill, Mikros Animation, and Technicolor Games, we inspire creative companies across the world to produce their most iconic work. Our global teams of artists and technologists partner with the creative community across film, television, animation, gaming, brand experience, and advertising to bring the universal art of storytelling to audiences everywhere.

About the role:

The role is to coordinate day to day operational activities between Technology Business users and our MSP. Ensure Enterprise Technology services are available and delivered at high standards. The role involves working with Service Desk, Service Management and Operations Teams. Defining process/practices and enhancing efficiency and effectiveness of IT Services to delivery excellent customer experience and value to our users.

Roles and Responsibilities:

1. Major Incident Management

• Work with the managed service provider and take ownership of high priority incidents (P1 and P2), ensuring timely resolution, minimal business impact and resolved within the agreed SLAs.
• Act as the primary escalation point for high priority incidents, coordinating with relevant Technicolor Technology teams to expedite resolution.
• Communication: Keep Technicolor Stakeholders informed of incident status, progress, and resolution, ensuring clear and consistent communication.

2. Problem Management

• Ensure Root Cause Investigation is conducted on all Major Incidents, Recurring Incidents, Top Contributing Incidents, etc.
• Root Cause Analysis: Oversee root cause investigations for major incidents (P1 & P2), ensuring thorough analysis and identification of underlying cause/problem.
• Proactive Problem Management: Oversee root cause investigations for recurring incidents, ensuring thorough analysis and identification of underlying issues.
• Problem Approval: Review and approve Root Cause Analysis (RCA) and Corrective and Preventive Actions (CAPA)
• Documentation: Ensure all findings and resolutions are documented as Knowledge Articles, updated in Know Error Database (KEDB) and communicated to relevant teams/stakeholders.

3. Change Management

• Change Planning: Oversee the planning and approval process for changes, ensuring they are assessed for risk and impact before changes are deployed into Production.
• Change Communication: Ensure communication of changes into the production environment to all stakeholders, share/send change outage/maintenance notifications in advance and ensuring minimal disruption to services.
• Change Approval: Ensure all necessary change approvals (Email/Ticket) are taken by the teams before presenting the CAB for approval.
• Post-Implementation Review: Conduct reviews after changes are implemented to assess success and identify any issues.

4. Request (Service Catalog) Management

• Work with all stakeholders to updated and maintain up to date/latest Service Catalog:
• Service Definition: Ensure the service Catalog is comprehensive, accurate, and up to date, detailing all available IT services.
• Catalog Updates: Regularly review and update the service Catalog to reflect new and modified services.
• Stakeholder Communication: Communicate changes to the service Catalog to business users and service owners.

5. Asset and Configuration Management

• CMDB Maintenance: Ensure the Configuration Management Database (CMDB) is accurate and up to date.
• Data Validation: Implement processes to regularly validate and update CMDB data, ensuring it reflects the current state of the IT environment.
• Audit and Compliance: Conduct regular audits to ensure CMDB data accuracy and compliance with organizational standards.

6. Event Management (Monitoring)

• Ensure all infrastructure configuration items are monitored for anomalies and actioned on time, avoiding any potential service disruptions.
• Identify alert/ticket workflow to automate ticket assignment and enhance Mean time to resolve alerts/incidents.
• Review alert matrix with all relevant stakeholders for accuracy and updated fix/resolution.
• Maintain and update SOPs for alerts in scope.

7. Service Now ( ITSM Toolset)

• Point of Contact for the Service Now Support and Development Teams.
• Defining and Develop Roadmap for Service Now implementation and usage across the business.
• Experience working on ITSM Enhancement to support Service Operations.
• Experience in implementing Service Now paid subscriptions.
• Experience in creating Operational dashboards.

8. Operational Escalations

• Point of Contact for Operational Escalations:
• Escalation Management: Act as the escalation point for operational issues, ensuring they are resolved efficiently and effectively.
• Coordination: Coordinate with relevant teams to address escalated issues and implement corrective actions.
• Communication: Keep all relevant stakeholders informed of the status and resolution of escalated issues.

9. Continuous Service Improvement

• Drive Continual Service Improvements to create high performing teams and processes.
• Develop and implement continuous service improvement plans to enhance service quality and efficiency.
• Performance Analysis: Regularly review service performance data to identify areas for improvement.
• Stakeholder Feedback: Gather and incorporate feedback from all stakeholders (Business and IT) to drive improvements in service delivery.

10. Service Level Management

• Ensure all applicable SLAs and KPIs agreed are attainted.
• Monitor service performance against Service Level Agreements (SLAs) to ensure targets are met.
• Generate regular SLA performance reports and communicate results to stakeholders.
• Develop and implement plans to address any SLA breaches and improve service levels.

11. Stakeholder Management

• Point of Contact for Business and Service Owners
• Customer Engagement: Act as the primary point of contact for business users and service owners, ensuring their needs and expectations are met.
• Communication: Facilitate regular meetings and updates with business users and service owners to discuss service performance and improvements.
• Ownership: Address and resolve any concerns or issues raised by business users and service owners promptly.

12. Operational Dashboards

• Ensure Operational Dashboards for all Service Areas (Ex: Service Desk, Applications, Network, etc.)
• Work with the Service Now team to improve operational dashboards to ascertain trends and action plans.
• Ensure Executive Dashboards are available providing operational overview.
• Gather requirements, create, Improve, and enhance dashboards.

13. Governance

• Place Operational Governance at all levels in line with Operational Roadmap
• Place regular cadence with business stakeholders, gather and consolidate requirements/feedback and work with relevant stakeholders to deliver agreed outcomes.
• Participate in Weekly, Monthly and Quarterly Service Reviews
• Place Technical Governance with Service Owners

Ideal candidate will have:

• Title as Service Management Lead/Manager in the past manging functional teams (Incident, Major Incident, Problem, Change, Request and Event Management).
• Experience in defining and running Service Management Process Improvement Plans.
• Experience in defining Service Catalog, Chat bot and Self-Service Portal
• Technical understanding of how Service Now Discovery works/previous hands-on Discovery implementation experience.
• Experience in Asset and Configuration Management process.
• Fundamental understanding of Infrastructure Components and Tools (Network, Applications, Storage, SCCM, Intune, Security Response, Tenable, etc.)
• Experience in implementing/deploying Service Now ITSM Module enhancements.
• Experience in managing Partners, Vendors and Suppliers.

TECHNICOLOR IS AN EQUAL OPPORTUNITY EMPLOYER 
Technicolor complies and prohibits against discrimination on the basis of race, religion, creed, color, national origin, ancestry, medical condition (including genetic characteristics), mental and/or physical disability or handicap, marital status, sex, age, veteran status, citizenship status, sexual orientation, gender identity, political party preference, political belief, socioeconomic status, familial status, registered domestic partner status, military service, pregnancy, childbirth and related medical conditions and any other characteristic or activity protected by federal, state/provincial or local law. 

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