This role is responsible for leadership, management, supervision, organization, and staff support of the Service Management function. Responsible for Multi-Supplier Integration functions, documenting, defining, and measuring Incident, Problem, Change, Knowledge Management and Request Fulfillment processes. Provides SLA/key performance indicators for the entire Operations team and acts as a Senior liaison to customers, business owners, and internal teams.
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– Hands on practical experience
– Multi-Supplier integration and managing all suppliers
– Provide leadership to support staff to develop and meet Incident and Request Management goals and strategies
– Lead support staff and conduct performance appraisals
– Ensure all incidents are being addressed and appropriately escalated
– Manage Enterprise Change Management functional area
– Serve as a member of a rotating on-call in a Major Incident support team
– Coordinate and lead root cause analysis and provide documentation to client teams (RCA)
– Review and analyze all Service metrics and Incident Management reports to proactively seek improvements
– Incident and Request Management – Business and Operations Support
– Change Management – Oversee proper execution of Change process
– Problem Management – Oversee Problem management function and reporting
– Process Improvement - Leverage ITIL best practices to drive continual improvement
– Communication – Utilize excellent written and verbal communication skills to engage with appropriate stakeholders to provide analysis and resolution actions
Qualifications
Requirements
– 8 to 10 year’s relevant experience
– Must have extensive experience managing key services areas of Incident, Request, Change, and Problem Management in a practical manner using the ITIL framework
– Extensive knowledge of Multi-Supplier Integration and managing multiple suppliers is key

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