Description
Contract Service Delivery Manager
Service Design
Represents ICT Operations during the project phase ensuring:
- That On-going Service Delivery is considered at the earliest stage in the project
- That a Service Architecture is developed and agreed
- That as service model is developed and documented.
- That service level requirements are identified, documented and agreed
- That the technical architecture is capable of delivering the Service level Requirements in terms of Availability, Capacity, Reliability, Security, Maintainability etc.
- That the necessary vendor contracts are negotiated and agreed for on-going service
Service Transition
- Ensure that the ICT Operations team (Resolver Groups, service Desk etc. have received appropriate training.
- Ensure that required documentation is available and communicated
- Ensure that processes and procedures have been tested pre go live
- Ensure that appropriate 'Early Life Support' is in place.
Service Delivery
- Managing service delivery to ensure the maintenance of a fully functional, reliable and secure ICT environment
- Ensure strong relationships are built and managed between Operations and our internal customers specifically in regard to Technology operational services, issues and support.
- Accountable for all aspects of overall service management including those delivered by Technology Service Partner/s, driving stability & issues resolution to best protect the business and closely managing major incidents and issues, driving problem management to identify & remove root cause to prevent reoccurrence & future issues.
- Provides expert management support to difficult, high profile customer issues and ensures root-case analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit.
- Will be required to be part of Service Delivery on-call rota and provide support and leadership outside of core business hours for Major Incidents/High impacting issues.