General Descriptions
- Oversee the end-to-end delivery of IT services, ensuring compliance with ITIL best practices and Agile methodologies.
- Develop and maintain service level agreements (SLAs) with customers, and consistently monitor service performance against agreed-upon metrics.
- Collaborate with cross-functional teams to identify service improvement opportunities and implement necessary changes to enhance service quality and efficiency.
- Lead the incident management process, ensuring timely resolution of issues and effective communication with stakeholders.
- Manage service requests, change requests, and problem tickets, ensuring appropriate prioritization, escalation, and resolution.
- Conduct regular service reviews with customers to gather feedback, address concerns, and identify areas for improvement.
- Collaborate with internal teams to ensure the availability, performance, and reliability of IT infrastructure, systems, and applications.
- Develop and maintain IT service catalogs, documentation, and knowledge base to facilitate efficient service delivery.
- Coach and mentor team members on ITIL processes, Agile methodologies, and best practices to foster a culture of service excellence.
- Collaborate with vendors and third-party providers to ensure seamless service delivery and resolve any contractual or performance issues.
- Conduct regular risk assessments to identify potential service disruptions and develop appropriate mitigation strategies.
- Prepare and present reports on service delivery performance, including key metrics, trends, and improvement initiatives, to senior management.
- Any other task assigned by the reporting supervisor.
Job Requirements
- Degree in IT or relevant discipline with at least 3-4 years of IT Managed Services Service Delivery experience.
- Experience in mid to large-scale IT/Managed Services enterprise environment with proven ability to direct operations in a complex and fast-paced environment.
- IT Service Management, ITIL Practitioner or ITIL Foundation.
- Strong customer relationship management skills, with the ability to understand customer requirements, manage expectations, and build trust-based relationships.
- Innovative thinker with ability to think out of the box.
- Good customer management.
