Job Description

About us:

OsbIndia (OSBI) is an offshore subsidiary of OSB Group. OSBI was incorporated in 2004 as a key part of the OSB Group's business strategy to provide operational service support. OSBI works with the Group's trading brands in the UK, providing exceptional customer support and service delivery to new and existing customers.



OSBI also prides itself on offering operational excellence by devising and utilizing process improvements and functional efficiencies.



This role is responsible for the end-to-end delivery of half the ITIL Service Management ("ITSM") practices - including the processes, people and tools underpinning each practice, namely: Capacity &Availability Management - negotiating and agreeing achievable targets for availability, ensuring that service designs can support the required availability levels, ensuring that availability is measured, monitored and reported and planning improvements to availability with the relevant Technical Management stakeholders. Capacity and Performance Management - monitoring IT Service performance, working with Technical Management stakeholders to ensure that appropriate capacity and performance planning is in place to meet current and future needs. . Work with technical stakeholders to define and agree a future capacity planning capability to ensure IT services are monitored and any emerging impact or need for capacity because of business or IT growth can be proactively identified and managed. Ensure the team undertake comprehensive monitoring of system performance and utilisation of IT resources is in place to help manage and mitigate any impact to capacity. Identify and seek to mitigate risks related to capacity management and promote opportunities to optimize use of system resources more effectively. Develop and agree a demand management model to understand and forecast future demand for IT services and system resources to underpin IT capacity management. Produce regular reports on capacity utilisation, system performance trends and capacity forecasts for consumption by IT stakeholders. Work with IT vendors to ensure IT services and infrastructure provided can continue to support the current and future capacity requirements of the organisation. Assess impact of changes to IT infrastructure and services for any impact on capacity and performance IT Asset Management - support Technical Management stakeholders to manage the lifecycle of IT assets, including ensuring that plans are in place to manage risks, regulatory and contractual requirements and disposal. Monitoring and Event Management - ensure that services, systems and configuration items have a suitable monitoring strategy with appropriate thresholds, establish and maintain policies for how each event is handled. Service Configuration Management - ensure that accurate and reliable information about the configuration of services and their supporting Configuration Items are available - including the relationships between them. Service Continuity Management - ensure that the availability and performance of IT services are maintained at sufficient levels for business needs in the event of a disaster. Work with Technical Management stakeholders and the business to continually assess and improve RTO and RPO levels. Service Design - design IT Services that are fit for purpose and can be delivered and supported effectively by IT. Deployment Management - Oversee the effective installation, configuration, and maintenance of the deployment platform along with the deployment of software packages, updates and patches across the organisation and ensure all in scope devices are appropriately configured and managed meeting compliance standard. Event Monitoring/Management - Lead the selection, installation and configuration of event monitoring system and environments across the group, Accountable for ensuring event processes are aligned to industry best practice, and event monitoring rules and alert thresholds are designed, tested and implemented effectively. Analyse and troubleshoot event monitoring data to identify trends and to spot and intercept potential issues before they materialise to impact services, produce management information on event monitoring trends, seek to provide insights and recommendations for action where appropriate. Identify, sponsor & facilitate delivery of continuous service improvement and automation initiatives Service now Development Process and Compliance Ensure the coherent and effective design and operation of the processes, systems and people required to, deliver, support and improve IT Services. Ensure that each IT Service has a Continual Service Improvement plan in place, in conjunction with Technical Management, third-party and IT Business Relationship stakeholders as applicable. Design, implement and own an IT Service Operations strategy which aligns with the over-arching IT Service Delivery Strategy, covering future plans for the ITSM Practices, ITSM tooling, ITSM knowledge & training and the development of ITSM personnel. Responsible for core ITSM tool (Service Now) as well as the supporting operation tools Integration of technology tooling into single pane view dashboards that can be translated into operational performance measures. Line manage and coach all direct reports across UK and India, including all aspects of performance management, development, conduct, sickness management, appraisals, employee administration and recruitment. Management of all ITSM-related risks and audit actions in conjunction with the IT Risk Management Team. Maintain the Group's and IT's compliance standards eg IT security, IT service, Data Governance, IT Risk, IT Resilience, IT Vendor Management and ensure timely completion of all mandatory on-line training modules and attestations. Engage in Audit assurance reviews and associated audit remediation activity. Undertakes any other duties, commensurate with grade and job title, requested by Line manager or above. Ensure that all third-party vendors managed by the Group Service Delivery function have a Relationship Owner within the ITSM team and that the appropriate Vendor Management policies and procedures are followed. Maintain the company's compliance standards and ensure timely completion of all mandatory on-line training modules and attestations. Ensure that you and your team fully understand and comply with the organisation's Risk Management Policies as they relate to your area of responsibility and demonstrate in your day to day work that you put customers at the heart of everything you do. Ensure that you and your team fully understand and comply with the organisation's Data Governance Policies as they relate to your area of responsibility and demonstrate in your day to day work that you treat data as an important corporate asset which must be protected and managed.

Given responsibility by the Executive Owner to act as the Relationship Owner and primary business contact for the services being outsourced. Responsible for meeting the day to day requirements as outlined in the organisations Policy and its supporting procedures. Responsible for providing a risk assessment, for agreeing risk appetite and also for monitoring performance versus appetite. Ensuring that the Group's Service Providers are adhering to the Information Security Requirements. To participate in Group Relationship Owner training and training refreshers as scheduled. Maintain relevant supporting evidence and documentation within the Service Provider File in line with data retention requirements.



Why join OSBI?



We understand your career and how you progress is as unique as your individual personality. We've created a culture and an environment that encourages personal growth and offers our people opportunities to learn and succeed. Whether you're in the early stages of your career or already have an established profession, we're constantly seeking to hire talented individuals who want to make a difference and grow with us. We're a connected company working together to create a business in which we can all take pride and prosper.

If you want to know more about OSBI, please click on the website link: www.osb-india.com



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