The part you’ll play

The role holder will be part of the Service Desk function, responsible for the Change, Problem and Knowledge management for a global Service Desk.  The role holder will ensure changes follow the change process with the necessary approvals and governance; problem trends are identified and workarounds documented and communicated; and knowledge is captured, created, validated and process adherence. Working closely with CAB, resolver teams, third parties and project teams.


Main accountabilities include:

  • Responsible for Change, Problem and Knowledge Management ITIL processes.
  • Analysis of problems, trends.
  • Chair CAB meeting and manage major changes end to end.
  • Responsible for service management reporting for Change, Knowledge and Problem processes detailing service transparency and trend analysis.
  • Set and manage KPI’s to drive down failed and unauthorized changes.
  • Ensure all change records, problem records and knowledge documents are captured in Service Management platform, Service Now.
  • Training of internal teams and adherence reporting for Change, Problem and Knowledge process.
  • Deputize for Team Leader, Service Desk analyst and Major Incident Management.
  • Working with Service management functions and project teams to onboard news services, ensuring the service owners are aware and trained on change, problem and knowledge processes.
  • SLA management of Problem and Knowledge process.
  • Work with third parties to drive down KPI’s of repeat problems.
  • SLA monitoring and management.
  • Responsible for quality monitoring.
  • Ensuring set targets and objective are measured and reported.
  • Communication with local and global teams.


What you’ll need to bring:

  • Demonstrable experience in a similar environment.
  • Excellent written and verbal communication skills.
  • Can work under pressure.
  • Ability to tell a story of performance through data analysis for both internal and external teams.
  • Ability to work to set targets and objectives.
  • May require out of hours work and ability to travel at short notice.


What you’ll get in return

You’ll be part of a friendly organisation who values the part their people play. You’ll see that there’s no place like an airport to work in, either. A unique, fast-paced environment, bustling with people, it’s a world in itself, where every day brings a new experience. So, you’ll enjoy plenty of variety and development opportunities and you’ll have our full support and training, for the whole of your career journey with us.

Working in an Airside role, to follow aviation security requirements, you will be required to hold a full Airside Security Pass. To obtain this we will need 5 years' full referencing history, with a Criminal Record Check.


About Menzies Aviation

Menzies Aviation is a global provider of customer, ramp and cargo handling services. Our people are the friendliest faces and safest of hands for millions of customers, making sure that luggage is processed, aircraft are ready for boarding, and baggage is handled with care.

Operating at over 140 stations in 31 countries and supported by a worldwide team of over 21,000 employees, we serve over 500 airlines handling over a million flights, and 1.6 million tonnes of cargo every year... and, we’re still growing our business. We work to be the best at what we do, and that means employing and supporting the best people.

Close map
Edinburgh - HQ
2 Lochside Avenue, Edinburgh Park, Edinburgh, United Kingdom, EH12 9DJ
  • Salary:
    Commensurate with skills and experience
  • Grade:
  • Location:
    Edinburgh - HQ
  • Region:
  • Function:
    Corporate Services
  • Vacancy Type:
    Full-Time Permanent
  • Hours Per Week:
  • Closing Date:
    31 October 2017