Description
OSM Tooling SDM:
Role overview
The OSM Tooling SDM is responsible for managing the day to day delivery of the contracted OSM service ensuring that all SLA's and KPI's are maintained and delivered as contractually agreed. Furthermore, the Tooling SDM is tasked with being a trusted advisor to both Helion G and to Atlas by having a clear understanding of the implementation methodologies for on-boarding accounts to the processes and toolsets.
Day to Day Responsibilities
- Plan resources according to funnel and the World Wide Enterprise Service Management Plan of Record
- Establish and coordination of activities between the Helion G Support Organisation s, building touch points Impact Helion G driven tooling Change Requests and manage back into Atlas for further impacting
- Ensure processes are in place for Helion G Change Requests to be delivered into Atlas
- Ensure all Atlas and Helion G Governance processes are followed
- Ensure Helion G support is aligned for all in scope environments
- Ensure the look and feel of environments is maintained
- Work with team members to resolve unusually complex or cross technology incidents
- Provide feedback/influence change in Helion Service Offerings
- Incident Management: work with Helion G to resolve single and cross technology tooling incidents independently
- Escalation Management: identify, manage, and lead tooling escalations in all supported environments
- Problem Management: Proactively and reactively look for solutions to prevent problems from occurring in team/technology area
- Problem Management: Proactively and reactively look for solutions to prevent tooling problems from occurring in team/technology area
- Change Management: ensure all Changes applied to the Helion G supported environment are considered and/or replicated across all environments
- Provide Business Requirements for Disaster Recovery and ensure operational processes are aligned for each environment
- Participate in post-implementation reviews and document learning
- Coordinate "move to production" activities
Essential Skills
- Previous experience of working on a UKPS account
- Broad understanding of UK Defence Industry
- Knowledge of the SRA toolsets, supporting infrastructure and the standard ITSM portfolio service offering and processes
- Understanding of ESM Tooling capabilities
- Understanding of how the tools underpin the business processes
- ITIL Service Transitions and Service Operations process
- Strong presentation skills
Desirable Skills
- Understanding of SRA tools portfolio
Job Level
Specialist