Description
Duties:
Under the direction of the Branch Head, the incumbent shall perform the following duties:
-Meets with the Service Lines Point of Contacts on regular basis to review updates on SLA operational, cost and measure on service delivery controls targets achievement as agreed in the Customer Service Delivery Plan.
-Works with the Global Account Management team and customer to resolve customer complaints and/or escalations as needed and with the Customer Relationship Management team to help improve customer relationships.
-Acts as the single point of contact between the SLA owner and the relevant Service Lines within the scope of services of the given SLA for any issue relevant to Service Delivery as defined in the previous Annex section of this document.
-Assures that Service Lines and Service Lines Components are designed and delivered to meet their availability targets.
-In close cooperation with Continual Service Improvement, is responsible to proactively monitor and report on Service Delivery progress and evolution to the Service Lines, the Agency Executive Management and the Customer.
-Advises Demand Management in accelerating opportunities forward through a deep Service Delivery trend analysis.
-Drives performance in troubled Service Lines to achieve productivity issues.
-Proactively manages business controls.
-Provides input of service performance status to Demand Management and the Customer on regular basis and/or per request, including Root Cause Analysis and Service Improvement Plans.
-Leads weekly/monthly status meetings with Service Lines, Demand Management and the Customer.
-Responsible to achieve SLA targets, handle incidents coordinating Incident, and Problem managers, Service Lines resolver groups, manages cost, financial claim to the customers within the scope of the
-SLA, service activations and deactivations, (by approving when a service is fully transitioned and ready to production).
Experience and Education:
- See instructions.
Desirable Experience and Education:
Deep technical skill set and knowledge of customer environment
Bridge gaps between Service Lines teams and drive rapid recovery during incidents
Ensures delivery excellence
Sound knowledge of Service Design, Transition and Operation processes
Analytic skills
ITILv3
Communication skills
Presentation skills
Leadership skills
Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks.
LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds. Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.