IT Service/Process Manager

CZ  ‐ Onsite
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Description

IT Service/Process Manager

The Practitioner - Service Level Management is accountable to the Process Manager for Service Level Management for the management of Service Providers performance against the contracted and agreed service levels.

The position:
* Ensures that the current and future service level requirements of customers are identified, understood and documented in SLA and SLR documents.
* Ensures that service levels reports are produced for each customer service with valid SLA and that breaches of SLA targets are highlighted, investigated and agreed actions progressed.
* Contributes to the service level management process efficiency and effectiveness and drives its improvements
* Is responsible for implementation, documentation, training, KPI/CSF reporting and continual improvement of the service level management process and procedures.
* Ensures that the current and future service level requirements (service warranty) of customers are identified, understood and documented in SLA and SLR documents and underpinning contracts.
* Is accountable to the Head of Service Integration and Governance that GIS is able to obtain the information that correctly drives a true understanding of the service level performance of all suppliers of the service components, including GIS.
* Measures and reports on SLM process performance, the effect of process improvements and fine tunes as required.
* Ensures SLAs, OLAs and other agreements are reviewed on a regular basis, ideally at least annually.
* Ensures that the Process is properly integrated with other relevant ITSM processes, in particular Business Relationship Management, Service Catalogue Management, Supplier Management, Demand Management, Availability Management, IT Service Continuity Management and Capacity Management.
* Acts as a deputy of SME and SPOC for the Process - providing guidance and direction to Process support and other practitioners
* Reviews and agree current performance levels and trends
* Identifies ways in which performance can be improved
* Initiates plans that deliver the proposed improvement according CSI process guidelines
* Reports on success of process improvements
* Mentors process practitioners, defines and coordinates day-to-day responsibilities of service level management staff
* Provides subject matter expertise in service level management and underpinning tools covered by the team or department.
* Helps to plan the deployment, during the design stage of the process life cycle, in conjunction with personnel from other teams and functions.
* Coordinates release of documentation and communications around the service level management process.
* Ensures delivery of training to relevant stakeholders
Ensures that service reports are produced for each customer/providers service with valid SLA and that breaches of SLA targets are highlighted, investigated and agreed actions progressed.
* Works with the tool managers and developers to ensure that the required information to track and monitor service levels is provided in a manner that helps Service Owners/Managers to readily identify breaches of SLA's
* Supports Service Owners/Managers in their interaction with suppliers to ensure fulfillment of their contractual obligations, especially with regard to resolving service performance issues.
Contribute to the service level management process efficiency and effectiveness
* Monitors the effectiveness of service level management and identifies improvement opportunities
* Ensures that improvement initiatives identified in service reviews are acted on and progress reports are provided to customers
* Ensures in alignment with change management, service request management and other relevant processes in order to assess for their impact on service levels, including SLAs, OLAs and underpinning contracts, including attendance at CAB meetings if appropriate.

Essential:
* University Degree or equivalent IT job-based qualification

Desirable:
* ITIL Foundation 
* ITIL Intermediate

EXPERIENCE:
* 5+ experienced with an IT infrastructure operations environment ideally working within a multi-partner environment.
* Excellent understanding and knowledge of general IT and service management.
* Working experience with a range of IT tools, platforms
* Working experience within best practices for Service Management such as ITIL v3
* Understands the service stack, such as the required or underpinning IT services and their service components.
* Implementation of new processes or methodologies in complex organizations
* Good understanding of business processes and objectives

Start date
1/7/2015
Duration
6months +
(extension possible)
From
Sentinel IT LLP
Published at
22.05.2015
Project ID:
909528
Contract type
Freelance
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