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- Ensure quality of IT services through management of service levels and recommending service improvement initiatives
- Establish policies and procedures designed to ensure consistent high service performance in service delivery as well as total client experience based on the following practices:
o Availability Management
o Capacity and Performance Management
o Change Management
o Incident Management
o IT Asset Management
o Monitoring and Event Management
o Problem Management
o Release Management
o Service Catalog Management
o Service Continuity Management
o Service Configuration Management
o Service Design
o Service Desk
o Service Level Management
o Service Request Management
o Service Validation and Testing
- Identify and analyze issues that prevent delivery of high-quality service to end-users and implement remediation and preventive actions using Six Sigma concepts and other best practices.
- Provide functional, technical and process leadership on Service Delivery management by leveraging the result of customer feedback analysis performed, Customer Satisfaction Index (CSI) and other analytical tools designed to measure customer satisfaction to improve client retention.
- Providing monthly service performance status report and review
- Conduct monthly, quarterly, and annual business reviews to determine improvements and adjustments in policies and/or processes as necessary.
