Description
Job Desription
- Accountable for ensuring Service Level Management process is consistently followed
- Accountable for ensuring adherence to Business Relationship Management process
- Responsible for maintaining the Service Catalogue
- Responsible for monitoring and reporting service levels, negotiating changes and progressing improvements
- Create monthly IT Performance Scorecards, monthly dashboards, and analyse them in conjunction with other NOC managers
- Identify opportunities for continual service improvement and create Service Improvement Plans (SIPs)
- Discuss SIPs with other managers and arrive at a proposed implementation plan.
- Present SIPs to ADSIC for IT governance approval
- Manage implementation of SIPs
- Assissting in marketing ADNet services to Government Entities
- Conduct regular Service Reviews with ADSIC Service Management team
- Perform the role of Incident Escalation Manager - 2 after Manager, Service Desk and Operations
- Maintain effective communications between NOC and government entities by resolving service complaints
- Create and document a Service Request process to handle requests for each of the services defined in the Service Catalogue
Skills and experience needed
M) Mandatory
A) Advantage
M) Experience of IT Service Management within a company or government department
M) Experience of implementing and managing SLAs
M) Excellent knowledge of ITIL framework and understanding of all ITIL processes
M) Experience of Customer Relationship Management
M) Good communications ability with customers
M) Ability to create and maintain good relationships with colleagues
M) Bi-lingual English and Arabic
A) ITIL Service Managers Certificate
Penta Consulting is a global staffing solutions business providing innovative and flexible recruitment strategies for clients and the very best permanent, interim and contract career opportunities for candidates across IT, Telecoms, Accounting and Finance. Ranked 14 in the 2011 Sunday Times Top 100 Companies to Work For awards, Penta holds a Queen's Award for Enterprise among other high profile business and quality awards.
Penta Consulting is acting as an Employment Business in relation to this vacancy.