IT Service Management Associate

About Us Sophos is a global leader and innovator of advanced security solutions that defeat cyberattacks, including Managed Detection and Response (MDR) and incident response services and a broad portfolio of endpoint, network, email, and cloud security technologies. As one of the largest pure-play cybersecurity providers, Sophos defends more than 600,000 organizations and more than 100 million users worldwide from active adversaries, ransomware, phishing, malware, and more. Sophos’ services and products connect through the Sophos Central management console and are powered by Sophos X-Ops, the company’s cross-domain threat intelligence unit. Sophos X-Ops intelligence optimizes the entire Sophos Adaptive Cybersecurity Ecosystem, which includes a centralized data lake that leverages a rich set of open APIs available to customers, partners, developers, and other cybersecurity and information technology vendors. Sophos provides cybersecurity-as-a-service to organizations needing fully managed security solutions. Customers can also manage their cybersecurity directly with Sophos’ security operations platform or use a hybrid approach by supplementing their in-house teams with Sophos’ services, including threat hunting and remediation. Sophos sells through reseller partners and managed service providers (MSPs) worldwide. Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.

Role Summary The IT Service Management Associate will be responsible for the end-to-end processes and service management function, driving our end user experience and efficiency. You will be the custodian of all IT processes, continually identifying improvement opportunities across the incident, problem and change function and working closely with engineering teams to assess and implement automation where possible.

The IT Service Management Process Leader will be responsible for building, documenting and gaining stakeholder understanding and agreement of our SLAs, KPIs and XLAs. This includes driving improvement plans, identifying trends and actionable insights, and supporting business plans feeding into our overall strategy.

What You Will Do

• Developing and implementing service standards and procedures
• Monitor and analyse service metrics such as response time, resolution rate, customer satisfaction and take proactive measures to drive continuous improvement.
• Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency and achieve business objectives.
• Prepare and present regular reports to senior management on service performance, key metrics and improvement initiatives.
• Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies.
• Stay updated on industry trends, best practices and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.

What You Will Bring

• Data analysis and processing, excel and Power BI.
• Project management experience.
• ITIL exposure and experience.
• IT service management experience across the incident, problem and change process.
• SLA and KPI management and the relationship to the user experience.
• Automation platforms including Power Platform, RPA and ITSM integration.
• Process ownership and improvement.

Desirable:- ITIL Foundation V3 certification.

• Experience level agreement implementation.