The position’s primary responsibility is to focus on avoidance of escalation and minimalization of business interruption in case of incidents happens. Part of the responsibility is close cooperation with Business Stakeholders in the Region and the managed service providers to ensure seamless service operations. Other responsibilities include license and contract management activities, application management activities and reporting. Key Accountabilities
Liaise with the managed services partner and supervise the day-to-day Service Operations Management activities Prepare and maintain weekly and Monthly KPI reporting matrices related to SLA Services Participate in the Major/Critical Priority incidents by liaising with vendors and respective teams, managing communication to the business, and escalating to higher level if needed Avoid business escalation otherwise be 1 st level escalation point for any service-related concerns Identify opportunities for process improvements and manage service process improvement plans for centrally delivered IT business (shared) services Prepare and present service reports identifying trends and patterns of interest Cooperate closely with Major Incidents Coordinators Organization and Service Delivery Advisors Identify recurrent issues and work with the vendor to find the root cause and permanent fix of the issue using Problem Management practices Promote best practices about service management and introducing process improvements
Service Introduction: Accountable for smooth functioning of the Service Introductions process for IT4IT applications by enabling consultants involved in the activity Manage escalations/concerns from the business, project or the AMS team around Service Introduction for IT4IT applications Qualifications
Bachelor’s degree in Information Systems, Engineering, Business Administration or other related field. Or equivalent work experience 3 to 7 years of IT and business/industry work experience 2+ years of experience in ITIL process management (or similar process oriented framework) in a medium to large IT operations organization 1+ years of experience working with a vendor in a Managed Service Relationship Proven experience in process improvements Ability to accomplish results working in a matrix organization Sound understanding of ITIL processes and service management framework (or a similar process driven framework)
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