Service Management Specialist

Key Accountabilities:

- Ensure effective on-going support for all systems in use by the allocated Contract/Customer ensuring that the service provided to customers / users is the highest possible within the resources available and fully compliant to the associated SLA.

- Provide management support for the ICT service support operation, and in other areas where Change / Project Management requirements determine this to be appropriate.

- Provide day to day management oversight for the service desk operation to ensure incidents and service requests and escalations to ICT management are dealt with in a timely fashion.

- Undertake scoping and project management for small/medium improvement projects to improve existing applications and services.

- Provide additional management/Technical support for Customer service centre configuration/ workshop/ Testing activities at peak times during the project.

- Provide regular reports to IT manager on issues relating to the ICT service support operation.

- Liaise with customer representatives to align processes and procedures and constantly seek areas for improvement.

- Provide direction, guidance and training to support team(s) to ensure correct application of processes and procedures.

- Design associated reporting for Managed Services contract as a result of liason with Customers Service Management Team.

- Continuously oversee applicable vendor related performance.

- Maintain complete documentation for Managed Services Contract.

- Provide assistance to auditors.

- Ensure that project office documentation is complete.

- Deputize for the IT Manager as required.

Leadership:

- Establish good relations with each customer’s senior management and initiate and attend formal and informal meetings with such parties, when appropriate.

- Establish good relations all service providers and other stakeholders and attend formal and informal meetings with such parties, when required to ensure their understanding and assure their co-operation when required.

Job Context:

Within Company

- Service Delivery Managers

- Management Heads.

- Client Directors.

- Other Senior Operations & Delivery Managers

- Accounts [payable and receivable], Billing and Credit Control.

- Financial controllers.

- Management of central Service desk

- Management of Field Services and Technical Support Centres

- Order Management and IMAC teams.

- Technology Teams

Outside Company

- Key Customer contacts at senior levels within the customer organization.

- Third party suppliers, contacts at all senior levels within their organizations.

- Management and Staff of Vendors & Service providers;

Qualifications and Skills:

Required Knowledge:

Knowledge and skills and experience

- A minimum of 3-5-years senior management experience in delivering IT services to external customers on a commercial basis.

- Full understanding of commercial contract management.

- Full understanding of Operational Service Delivery, including reporting processes and priorities, operational processes and interaction with the Service Desk.

- Ability to build business sound relationships within the organisation, with external providers and with customers.

- Experience of working successfully in a matrix management environment.

- Analytical. Experience of complex problem identification and resolution.

- Knowledge and experience of continuous Service Improvement methods.

- Degree / Tertiary level education preferred.

- ITIL experience or certification is mandatory.

Required Professional Designation/Certification:

- University degree in information technology, computer science, or equivalent educational or professional experience.

Experience:

- 8 Years IT Management with 2 at a Mid-Level.

Kindly Contact:- kapil@itsfridayconsulting.com

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