Rackspace Technology is a top provider of expertise and managed services for both public and private cloud platforms. Our Fanatical Support has evolved into a comprehensive Fanatical Experience™, supporting customers from initial consultation through to daily operations. Our dedicated experts deliver proactive, always-on service using advanced tools and automation to meet our customers’ needs effectively.

We are looking for a meticulous ITSM Specialist to help implement and manage our IT Service Management processes. This role involves working closely with the ITSM team to uphold and enhance service management practices based on ITIL standards. Responsibilities include overseeing Change Management (CHM), Release and Deployment Management (RDM), Service Catalogue Management (SCM), Request Fulfilment Management (RFM), and Service Asset and Configuration Management (SACM).

Responsibilities:

– Lead and manage CHM, RDM, SCM, RFM, and SACM processes, including setting guidelines, standards, and policies.
– Define and maintain procedures for CHM, RDM, and SACM, ensuring adherence across Cloud teams.
– Chair the Change Advisory Board (CAB), review change requests, and confirm all necessary approvals are in place.
– Audit and evaluate the RDM process and related methods.
– Ensure accurate and authorized configuration data for all technology assets.
– Track the performance of CHM, RDM, and SACM using KPIs.
– Recommend improvements to CHM, RDM, and SACM processes.
– Generate reports on the performance of CHM, RDM, and SACM.
– Define the scope and data requirements for Change Management.
– Develop and maintain documentation for Change and Release Management processes.
– Oversee Configuration Management, including maintaining the CMDB.
– Ensure availability of required data and configuration items for authorized users.
– Monitor and document baselines and releases for testing and delivery.
– Ensure proper testing and regression plans for all change requests.
– Maintain configuration documentation and the CM database.
– Evaluate and enhance existing Configuration Management processes.
– Conduct CM database audits and implement findings.
– Create security protocols to protect project items.
– Support the management and automation of CM tools.
– Maintain version control for software deliverables.
– Supervise software deployment in testing and production environments.
– Maintain a comprehensive service catalogue with definitions for all Cloud services.
– Manage the lifecycle of service requests, ensuring they are properly authorized and fulfilled.
– Monitor and improve the efficiency of SCM and RFM processes using KPIs.
– Provide performance reports for SCM and RFM processes.

Requirements:

– Over 5 years of experience in IT Service Management, focusing on Change, Release, and Request Management.
– Background in IT Operations.
– Experience participating in or leading CAB meetings.
– Strong understanding of the ITIL framework.
– Excellent communication abilities.
– Familiarity with ITSM tools.
– Experience with the ServiceNow platform is highly desirable.

Additional Skills (Preferred):

– Experience with SLA creation and CMDB data management.
– Understanding of DevOps and its integration with ITSM.
– Experience with vendor management.
– Background in Cloud service operations.
– Knowledge of IT governance frameworks such as COBIT and ISO 20000.
– Experience using survey tools and measuring customer satisfaction.