Build up strong relationships with internal stakeholders, and act as a single point of contact to achieve user satisfaction across all locations of the company
Manage service providers to deliver quality infrastructure services and application services in various business areas to meet the business needs of the organisation
Ensure service provider’s performance is monitored in accordance to contractual obligations and service level agreements Measuring and improving maturity of Service Management function and ITSM processes for Incident, Change, Problem and Requests across the organisation
ACCOUNTABILITIES
Adapts departmental plans and priorities to address resource and operational challenges
Decisions are guided by policies, procedures and business plan; receives guidance from senior manager
Provides guidance to employees, colleagues and/or customers
Addresses issues with impact beyond own team based on knowledge of related disciplines
Drive incident resolution in coordination with technical teams, users and third parties, within SLA
Deliver and present Incident Reports
Initiate and follow up Problem management when necessary
Produce statistics and analysis on Incident activity
Manage action planning and implementation of outcomes by ensuring effective reporting is in place
RESPONSIBILITIES
Owns and manages Change, Incident, Problem and Request processes across the region.
Ensures that Service Management architecture/designs, plans, controls, processes, standards, policies and procedures are aligned with overall regional strategy
Identifies areas for improvement in ITSM processes and procedures
Holds regular service reviews with outsource vendor and determines the suitability of SLAs and KPIs
Consults and liaises with stakeholders within IT, the local business and the regional business units to ensure that the service management function is delivering value.
Innovate to improve efficiency and effectiveness of service delivery
Requirements / Qualifications:
Degree in Computer Science, Information Systems or related discipline
Some management experience
Extensive ITIL and Service Management experience. Ideally will have set up a service management function previously.
Preferably experienced in the asset management industry
Excellent communication and interpersonal skills, fluent in English (both spoken and written).
Experience interacting with key stakeholders a plus.
