| Job Description: |
This candidate should have previous experience in ITIL based Service Delivery, Service Management and Service Improvement roles. Candidate should be fully versed in relevant customer focused technology for optimal Business Service Delivery across the enterprise. This manager should have a sound appreciation and understanding of the business processes and their demands on technology service delivery and improvement.
Manager will be responsible for maintaining an IT service improvement strategy and multi-year “Roadmap” for the continuing Improvement model. Candidate will define service goals with business clients and IT, define what metrics should be collected, and defined what metrics can be collected.
- Design, develop, and maintain a robust process for IT metrics collection, correlation, calculation, and presentation.
- Initiate Service Improvement Program (SIP) for existing and new service offerings
- Ensure that service request and support processes as well as metrics are in place while working with project and service managers as well as all IT support teams
- Collect Service Level Agreements (SLAs) and Operational Agreements (OLAs) metrics and continually assess to improve service delivery expectations and customer satisfaction.
- Ensure that service performance reviews are scheduled, carried out with customers regularly and are documented with agreed actions progressed
- Ensure that improvement initiatives are identified in service reviews are acted upon and progress reports are provided to customers and management
- Measure, record, analyze and improve customer satisfaction
- Ensure applicable quality management methods are used to support continual improvement activities, interpret and execute results
The successful incumbent will establish critical functional objectives; determine major task assignments and monitor performance to ensure compliance with established expectations.
|
