The Service Manager (SM) is responsible for co-coordinating the delivery of services into key enterprise customers. The SDM plays a vital role in creating long-term healthy service provider - customer relationships, acting as the bridge between the client and our operational delivery teams. The key responsibility of the SDM is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery

Delivers an end to end service in line with the agreed SLA.

Pro-actively manages, reviews and monitors performance against the SLA including building service reports

Serves as point of escalation for issues not resolved by normal channels.

Guides continuous improvement efforts for the service delivery team

Contributes service descriptions and service-level agreements (SLAs) for specific services to the operations catalogue

Interacts with vendor managers to identify and resolve issues

Escalates any internal IT issues to the respective responsible functions to ensure that ITTP customers receive an end to end service.

Ensures that ITTP service delivery documentation is audit ready and meets all defined standards.

Knowledge management structure is maintained to facilitate knowledge sharing across group.

Removing all obstacles to customer satisfaction and / or financial performance

Communicating across organisational boundaries - from engineers through to senior managers

Collaborating with senior management on client account management and growth

Looking out for client's and ITTP's long-term interests

Operational escalation point of contact within ITTP management for service issues and disruption.

Ensures that all supporting components of the service, including any associated SLAs, OLAs and UCs are aligned and managed as an integrated service.

Periodically monitors and reviews performance against the SLA/OLA service

ITTP Service definitions, offerings and the associated Service Catalogue entries, as needed.

EDUCATION / EXPERIENCE

 Good understanding and knowledge of business processes in a global health care industry

 8 years of IT experience within a Service oriented business

 5 Years SLA / OLA and KPI experience

 ITIL qualifications

 High level of customer focus with proven problem solving skills

 Implementation of new processes or methodologies

 Experience and track record of Continual Service Improvement and process management

 Experience of IT Management Tool suite and Process services, preferentially including:

Remedy on Demand, SaaS and complimentary BMC tool suite

HP OMI and BPM

IT Service Management Lifecycle,

Enterprise Monitoring Enterprise Analytic and Reporting services

 Excellent professional skills in the area of Customer Support Services

 Has operated within a mixture on insourced and outsourced solution and service providers

 Has excellent mentoring and personnel development skills

IRC is acting as an Employment Business in relation to this vacancy.

Email me jobs like this