Description
Service Manager
Key Responsibilities:
- Support the introduction of changes to IT services which follows established processes and minimises risk of change to service availability/quality
- Service Design for new/updated infrastructure components to meet the business defined SLAs and OLAs, escalating any shortfalls where appropriate to key stakeholders and Accountable Executive and to incorporate all of the ITIL framework processes
- Identify, document and with approval implement Continual Service Improvements to the Service Design and Transition process and associated templates to mature the process
- Manage the production and governance of Service Transition outputs, including MI, process documentation and communication packs.
- Create a Service Transition plan and execute to the plan to ensure that all Transitions are tracked and communicated and or escalated as appropriate in order to meet delivery dates for the service transition
- Execute Service Transition plan once agreed and in line with core processes eg Asset and Change Management
- Complete documentation for all Service Transitions and seek approval from all key stakeholders
- Ensure that all documentation required to support the Service Transition are completed in a timely manner and reviewed and signed off by appropriate stakeholders
- Ensure that all supporting Service Management tooling is updated and configured to track and support all new service transitions and their components (ServiceNow, Monitoring, Backups etc)
- Create and maintain Management Information and project reporting for the Service Design and Transition function