1. Job Purpose:

Under the general direction of the Head of Tech Centre, the Commercial & Capacity Analyst is responsible for the design, implementation and maintenance of ITSM processes related to his/her position.

He/She holds the role of process owner for Capacity Management, which purpose is:

- Ensure that the Capacity Management process fit for purpose.

- Provide sponsorship to capacity management implementation projects.

- Lead the design and continual improvement of the Capacity Management process and its metrics.

Additionally, the incumbent ensures a rigorous monitoring of service usage in order to allow accurate chargeback to SDP customers.

The main purposes of this position are the following:

- Ensure a right chargeback to businesses regarding their service usage.

- Anticipate any capacity needs in the Data Centers

2. Principal Accountabilities:

Responsibilities:

- Ensure payables accuracy and work with vendor management and procurement on renewals and new contracts

- Track, monitor and manage ongoing costs associated to running the data center both private and public

- Follow the DC technical capacity requirements

- Take preemptive action to ensure service capacity.

- Advise on growth and capacity.

- Track Efficiency and Performance KPIs

- Ensure payables accuracy and work with vendor management and procurement on renewals and new contracts

- Prepare chargeback datas and report about service usage.

Compliance:

- Adhere to current Service Centre Service Management policies, processes and procedures (e.g. ticket handling policy, incident management, request fulfillment and problem management).

Professional development:

- Maintain and develop your customer skills, technical skills and knowledge of current Civica process and procedures so that you can perform your role in line with the requirements of the business, as advised by or agreed by your line manager.

Work Management:

- Take personal responsibility for managing your time effectively and proactively. For example, in meeting any performance standards on utilisation, engage/approach your line manager/management when you are under and over utilised.

Be part of the team:

- Work in a manner that embraces Civica culture and values, and participate where possible in Service Centre team activities

Accountabilities:

Meet operational targets:

- Meet productivity and quality performance standards for customer experience, compliance and operational excellence set from time to time by line management, for example utilisation, attendance and workload.

- Meet contribution standards for knowledge management and continuous improvement set from time to time by your line manager.

Fulfill personal objectives

- Meet SMART objectives set by your line manager through the Civica performance management process.

3. Essential Competencies: 

1. Committing to the customer

- Understand who the customer is and what their needs are; develop on-going relationships through quality of service provided and management of customer expectations. The behaviours/attitudes relevant to this are:

- Able to put the customer at ease and deal sensitively with issues/complaints

- Collaborate with others to achieve high standards of customer satisfaction and escalate anything that cannot be resolved

2. Communicating Effectively

- Demonstrate active listening and get message across in written, verbal and face to face communications (and understand when to choose the appropriate medium). The behaviours/attitudes relevant to this are:

- Understand the need to adapt your style to suit the customer; communicate in a clear and confident manner

3. Team Working

- Work cooperatively with others in achieving customer satisfaction and team goals. 

- Share information and knowledge and understand how work of other teams relates to own. The behaviours/attitudes relevant to this are:

- Demonstrate proactive approach in building relationships with others

4. Contributing to Continuous Improvement

- Understand the need for change and respond positively; take ownership for suggesting improvements and seeing them through. The behaviours/attitudes relevant to this are:

- Able to quickly modify priorities and actions to meet customer requirements

- Put current processes to the test and think of a better way; document the process and utilise

4. Preferred Skills:

1. Bachelors Degree in Information Technology or related discipline

2. ITIL v2 Managers Certificate or v3 Expert qualification.

3. Financial Management.

4. Broad range of understanding of Data Centre shared infrastructure

5. Broad range of understanding of ITIL, ITSM and industry best practices.

6. Ability to understand and deliver infrastructure services which are provided on a 24x7x365 basis.

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