Description
- Perform IS service monitoring and measurement to validate previous decisions, to set direction for activities in order to meet set targets, to justify that a course of action is required, to identify a point of intervention including subsequent changes and corrective actions.
- Subject matter expert in quality and performance management and frameworks
- Ensure that IT Delivery Partners (3rd Parties vendors) deliver performance according to the contractual Service Level Agreements (SLA's).
- Manage the level of service delivered and define service improvement programmes where this level falls short of contractual obligations.
- Liase with the business, ensuring the delivered services are meeting or exceeding all global Service Level Agreements (SLA's).
- Ensure that IT Delivery Partners SLA's combine to deliver an end to end service that meets business requirements.
Knowledge, Experience & Technical Know How:
- Experience of best practise in delivery of IT services.
- Experience of IT technologies (infrastructure, applications and standards) and trends, together with an understanding of how they can support and enhance the current service offerings to the business.
- Good Knowledge of the businesses strategy, objectives, drivers, policies and how they influence current and future IT service levels.
- Experienced in service management and the performance monitoring systems
- Experienced in influencing and directing third parties to the benefit of Experience of completing third party reviews.
- Able to operate as a highly independent worker and as part of a strong team with a collaborative approach.
Qualifications Required:
- Educated to degree level or, an equivalent combination of education, training, and experience.
- ITIL Foundation (V2 or V3) or other suitable professional qualification.