Service Catalogue Manager

Avenga is a global company with over 6000 specialists providing services including business and tech advisory, enterprise solutions, CX, UX and UI design, managed services, product development, and software development.

• Excellent practical knowledge of IT Service Management, focusing on IT Service Catalogue Management, Service Request Catalogue Management, and Service Offerings
• Practical experience customizing and describing Service Catalogue Management practice
• Practical experience implementing and managing IT Service and Service Request Catalogues
• Practical knowledge and hands-on experience implementing and managing Service Catalogue Management practice within an ITSM solution
• Well understanding of IT services lifecycle management
• Well understanding of complex information systems and their interoperability

Nice to have:

• Knowledge of applying internal IT policies (e.g. security, data protection) to Service Catalogue service definitions
• Ability to gather, document and validate service requirements with Service Owners and business stakeholders
• Skill in maintaining Service Catalogue data quality in line with defined naming conventions and classification standards
• Hands-on ability to maintain Service Catalogue content within an ITSM tool, including linkage to service requests or related records
• Ability to produce and interpret Service Catalogue KPIs and identify data quality or performance issues
• Skill in creating clear, user-oriented service descriptions and supporting communication of service changes to end users
• Ability to identify and implement continuous improvements to Service Catalogue Management based on metrics, feedback or reviews
• ITIL Expert certification (non-mandatory)

• Accountability for the management and maintenance of the Service Catalogue, Service Requests Catalogue and Service Offerings
• Defining, executing, monitoring and improving Service Catalogue Management practice
• Setting up and reporting on Service Catalogue Management KPIs
• Ensuring that the IT Service Catalogue contains accurate and up-to-date information
• Ensuring that the existing Service Catalogue is properly reflected in the ITSM solution
• Preparing communication for end users announcing new or retired IT services
• Preparing required policies and Standard Operating Procedures (SOPs) supporting Service Catalogue Management practice
• Contributing to all other ITIL practices
• Creating a positive customer experience