Primary Tasks & Responsibilities:

• IT Service Catalog :

-    Ensure all operational services are defined and recorded within the service catalogue

-    Ensure all information within the service catalogue is accurate and up to date

• IT Service Delivery:

-    Define for each service SLAs with the customer

-    Ensure the alignments of SLAs, KPIs on infrastructure services to meet functional customer

      requirements

-    Solicit required data, statistics and reports for analysis and to facilitate effective service monitoring

     and performance

-    Provide service delivery status in IT business alignment meetings and other stakeholders

-    Act as the service escalation point

• IT Service Continuity:

-       Ensure all elements required to restore the services are known and in place in the event of a crisis

-       Proactively escalate problems and issues and drive to resolution

• IT Service Transition :

-       Ensure successful projects transition to operations within his or her services

-       Link with Business enhancement and project management to ensure appropriate support of projects after go-live considering budget guidelines and resource availability

• Third-party service providers :

-   Manage Third-party service providers functional services deliverables through

o  Operational service reviews (incident escalations & problems)

o  Monthly reviews: evaluate against SLA, identify service improvement requirements, validate the plan

   & deliverables.

 

Secondary Tasks and responsibilities:

- Stakeholder management

- Reporting & Administration

- Planning and Program management

Technical profile requirements:

• Expert level and Experience in IT Operations Management disciplines • Very good experience in

  using and administrating the ticketing tools • Good tangible experience in innovation and

  process improvements

• Expert level of internal and external communications across levels within the organization.

 

Non-Technical profile requirements:

• Accepts personal responsibility for client satisfaction

• Ability to identify and implement process and/or application improvements

• Strong analytical and problem-solving skills

• Must be able to work on multiple simultaneous tasks with limited supervision

• Quick learner, motivated self-starter

• Excellent customer service, interpersonal, communication and team collaboration skills

• Able to follow change management procedures and internal guidelines

• Excellent communication & stakeholder management skills

• Leadership skills compatible with +5y of professional experience

• Training & Coaching skills compatible with +5y of professional experience

• People Management skills compatible with +5y of professional experience

 

Methodology/Certification Requirements:

• ITIL Foundation Certified with at least intermediate level.