Service Manager - Business Intelligence & Analytics - IT

The Service Manager BI & Analytics will be responsible for ensuring all BI & Analytics platforms/applications achieve agreed SLAs. Manage the relationship with managed service partner to ensure speedy resolution of issues and deliver the roadmap for continuous improvement of support processes. Manage the relationship and timely communications with IS business partners and key business stakeholders during production incidents.

The IS Service Manager :

- Ensures all BI & Analytics platforms/applications are tightly managed, and changes are properly assessed to minimize disruption to business as usual activities especially during business-critical periods like month-end and year-end. Regular performance reporting, monitoring service level infractions and developing new SLAs and metrics as needed. Ensures that service levels for services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the supplier are minimized.

- Assures the timely transition of development work into production while ensuring that the appropriate level of test rigor and support handover are achieved including compliance with relevant security policies. Coach and develop skills within the support team.

- Ensures that the overall services as expressed in the Statement of Work and related exhibits, and the service levels for outsourced services/functions are achieved, maintained and continually improved. Because the user community will view the Governance team and the Supplier as a single entity, this function should be the primary communicator with the business stakeholders for the for operational questions and issues.

- Creates and maintains a catalogue of available services. In consultation with the client negotiates service level requirements and agrees service levels. Diagnoses service delivery problems and initiates actions to maintain or improve levels of service.

- Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.

Essential Duties & Responsibilities :

- Service Level Management : Ensures that service delivery meets agreed service levels. Creates and maintains a catalogue of available services. In consultation with the client negotiates service level requirements and agrees service levels. Diagnoses service delivery problems and initiates actions to maintain or improve levels of service.

Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.

Client Service Management : Carries out day-to-day management of the client services function. Defines service levels for client services staff and monitors performance. Takes responsibility for specification, agreement and application of client services standards and for the resolution of clients service problems.

Supplier Relationship Management : Maintains a broad understanding of the commercial IT environment, how the organization sources, deploys and manages external partners and when it is appropriate to use in-house resources. Develops and manages contracts with suppliers to meet key performance indicators and agreed targets, taking account of information security of third parties. Is responsible for the liaison between the organization and designated supplier(s). Carries out benchmarking and makes use of supplier performance data to ensure that supplier performance is properly monitored and regularly reviewed. Is responsible for the management and implementation of supplier service improvement actions and programs. May be responsible for managing a discrete IT function or service in a multi-supplier environment.

Capacity Management : Drafts and maintains policy, standards and procedures for service component capacity management. Ensures the correct implementation of standards and procedures. Reviews information in conjunction with service level agreements to identify any capacity issues and specifies any required changes. Works with business users to agree and implement short and medium term modifications to demand

Autonomy : Works under broad direction. Work is often self-initiated. Is fully accountable for meeting allocated technical and/or project/supervisory objectives. Establishes milestones and has a significant role in the delegation of responsibilities.

Influence : Influences organization, clients, suppliers, partners and peers on the contribution of own specialism. Builds appropriate and effective business relationships. Makes decisions which impact the success of assigned projects i.e. results, deadlines and budget. Has significant influence over the allocation and management of resources appropriate to given assignments.

Complexity : Performs an extensive range and variety of complex technical and/or professional work activities. Undertakes work which requires the application of fundamental principles in a wide and often unpredictable range of contexts. Understands the relationship between own specialism and wider client/organizational requirements.

Business Skills : Advises on the available standards, methods, tools and applications relevant to own specialism and can make appropriate choices from alternatives. Analyses, designs, plans, executes and evaluates work to time, cost and quality targets. Assesses and evaluates risk. Communicates effectively, both formally and informally.

Demonstrates leadership : Facilitates collaboration between stakeholders who have diverse objectives. Understands the relevance of own area of responsibility/specialism to the employing organization. Takes client requirements into account when making proposals. Takes initiative to keep skills up to date. Mentors colleagues. Maintains an awareness of developments in the industry. Analyses requirements and advises on scope and options for continuous operational improvement. Demonstrates creativity and innovation in applying solutions for the benefit of the client/stakeholder. Takes account of relevant legislation.

Education & Special Trainings :

- Bachelors degree in Computer Science, Information Technology or the equivalent required.

- ITIL certification highly preferred.

Qualifications & Experience :

- 12+ years IT experience including experience leading a team, setting priorities and plans to meet business goals and objectives.

- 5+ years leading BI applications and systems design, development and test organizations.

- Experience with Informatica, Microsoft BI tools (SSIS, SSAS, SSRS), Cognos, Oracle and OBIEE.

- Demonstrated experience in Provider and sourcing Management, experience in ITIL-based Service Management role, preferably Service Level Management.

- Experience in all phases of an established SDLC methodology.

- Experience developing partnerships with the technical, business, and sales teams utilizing strong communication and team building skills.

- Experience in working a managed service model.

- Critical Thinking: Must look at the numbers, trends, and data and come to new conclusions based on the findings.

- Excellent written and verbal communication skills required.

- Demonstrated ability to build trusting relationships required.