ITSM Implementation Specialist

Rackspace Technology is a leading provider of expertise and managed services across all the major public and private cloud technologies. We’ve evolved Fanatical Support to encompass the entire customer journey — providing Fanatical Experience™ from first consultation to daily operations. Our passionate experts combine the power of proactive, always-on service and expertise with best-in-class tools and automation to deliver technology when and how our customers need it.Rackspace has been commissioned by the Kingdom of Saudi Arabia to assure the build of a sovereign multi tenant private cloud that we have designed. Under contract Rackspace will fulfil 3 strategic functions, led by the Delivery Director, as part of a 3 year programme, based in Riyadh, Saudi Arabia. 1.           Design and Build Assurance – Overseeing the plans, schedule and build of 20 vendors, individually deploying to install and configure their infrastructure, according to the schedule and standards laid down by Rackspace2.           CMP Development – Designing, Building and releasing MVPs into service which allow firstly administration functions to be created and utilised, leveraging automation, and subsequently building in further automation and service controls3.           Strategic Advisory – Against a designed TOM laid down by Rackspace, supporting the mobilisation of resources, executing a training strategy, and providing expertise to build out the cloud management officeRole OverviewWe are looking for an ITSM Implementation Specialist. In this role, you will oversee and take responsibility for successfully designing and operationalizing ITSM for the engagement, with primary focus on managed services using a cloud management platform and integration into ServiceNow.  You will work with a team of ITSM practice owners, business analysts, system administrators, QA analysts, and project managers.  

Responsibilities

• Work closely with the ServiceNow Architect, Process lead and CMP Lead to define, design, implement, and most importantly integrate the service management elements such as the service catalogue, related SLAs, and the related ITSM streams (Incident, Problem, Change Management, etc.)
• Promote service ownership by establishing a solid Service Portfolio Management process.
• Responsible for the design and implementation of a reporting framework, including the analysis and administration of SLM tools, to monitor key performance indicators of the service delivery.
• Drive and own the implementation of identified improvement opportunities to meet the evolving needs of the business. Track and report on lessons learned.
• Oversee service management-related Community of Practices (CoPs) to promote best practices, collaborative activities, organizational and professional relationships, and ideas to help mature the ITSM ecosystem.
• Collaborate with the ServiceNow platform owner and partners to understand, influence, and prioritize improvement backlog items.
• Ensure that IT solutions are designed to meet the business requirements and objectives Ensure practice maturity alignment with the IT strategy plan, roadmap, and governance policies.
• Complete other responsibilities as assigned.

Skills

• 15 years IT Service Management and Service Delivery experience applying ITIL disciplines within various industries ideally with a cloud service provider (CSP), Managed Service Provider (MSP) or System Integrator (SI)
• Practitioner Certification in ITIL, ideally 4 but 3 also acceptable
• ServiceNow certification
• Active role in a ServiceNow implementation for an infrastructure provider ideally a SI, CSP, or MSP
• Real world implementation of IT Service Management of two different scenarios, one being a from-scratch implementation, and second where process has been adapted to fit a client that is going through a transformation, I.e. a change to an existing operational instance and model.
• Experience operating or actively promoting Infrastructure as code (IaC), and with Site Reliability Engineering (SRE) principles, and how they 'interface’ with Service Management.

#LI-LP2About Rackspace TechnologyWe are the multicloud solutions experts. We combine our expertise with the world’s leading technologies — across applications, data and security — to deliver end-to-end solutions. We have a proven record of advising customers based on their business challenges, designing solutions that scale, building and managing those solutions, and optimizing returns into the future. Named a best place to work, year after year according to Fortune, Forbes and Glassdoor, we attract and develop world-class talent. Join us on our mission to embrace technology, empower customers and deliver the future.  More on Rackspace TechnologyThough we’re all different, Rackers thrive through our connection to a central goal: to be a valued member of a winning team on an inspiring mission. We bring our whole selves to work every day. And we embrace the notion that unique perspectives fuel innovation and enable us to best serve our customers and communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.