Service Improvement Knowledge Management Lead Aspect Resources
Published: 11th April 2019
Job Type
Simon Nash
£480 - £510 Per Day


Our client is a leading central Government body seeking an enthusiastic and seasoned CSI Event, Problem & Knowledge Lead for an intial 6 month contract based in Canary Wharf

Role: CSI, Event, Knowledge & Problem Lead
Contract Length: 6 months 
Location: 10 SC Canary Wharf 
Pay Rate to Candidate: £510

Minimum Requirement: 

This opportunity will be for an enthusiastic and seasoned CSI Event, Problem & Knowledge Lead. As an CSI, Event & Knowledge Lead you will accountable for the development and delivery of a high-quality CSI, Event & Knowledge Management process to be consistently delivered across Our client's Estate. 

You will be working in a Service Integration and Management (SIAM) model and essential to your success will be the ability to build and maintain effective relationships with a variety of suppliers, both internal and external.

You will already have experience working with these capabilities and be looking for a role that will allow you to grow and develop in a highly complex and interesting environment.

CSI Event, Problem & Knowledge Management Governance & Operation
? Define a governance structure incorporating all relevant IT suppliers for the management of CSI, Event & Knowledge within the organisation.
? Integrates all relevant suppliers together, providing coordination to capture as much CSI, Event & Knowledge and share it as widely as possible within the organisation.
? Provide assurance over the quality of supplier CSI, Event & Knowledge management work, and seek to resolve any issues resulting from this.

Service Review
? Produces, reviews and evaluates reports on service performance and achievements on a regular basis.
? Reviews management information and trends to ensure that services are meeting agreed service levels.
? Ensures that CSI activities are embedded throughout other ITSM (IT service Management) processes. E.g. Reviews following failures
? Ensures CSI concepts are embedded in supplier agreements and OLAs (Operational Level Agreement) / SLAs (Service Level Agreement).
Process Evaluation
? Ensures monitoring tools are in place and the appropriate data to support CSI is gathered.
? Verifies that measurements and metrics are in place to ensure that milestones were achieved, processes compliance is high, and business objectives and priorities were met by the level of service.
? Ensures that baseline data is captured to measure improvement against it.
? Conducts maturity assessments against the process activities and roles associated with the process activities to demonstrate areas of improvement or, conversely, areas of concern.
? Conducts internal audits verifying employee and process compliance.
? Set direction and identifies frameworks through which improvement objectives can be delivered.
? Works with the Service Level Manager to identify service improvement plans.
? Ensures that Knowledge Management is an integral part of the day-to-day operations.

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