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The Senior Manager, Service Management plays a critical role in Service Continuity Management in terms of IT business continuity as well as disaster recovery management.
He/she needs to work with the different divisions to ensure that applications and underlying infrastructure have a DR plan and DR testing is conducted regularly. He/She leads the Service Continuity Management function to ensure that all new and existing systems are assessed for DR readiness.
He/she has a secondary responsibility for the configuration management process. He/she develops the policies, standards and procedures in alignment with ITIL best practices for IT Service Management.
He/she plays a critical role in leading the configuration management team in identifying, controlling, and accounting for service assets and configuration items, protecting and ensuring their integrity across the service lifecycle.
In addition, he/she will have to play a consultative role in terms of operational risk management.
Make an Impact by:
- Service Continuity Management
- Accountable for the IT Business Continuity management process
- Coordinates with all divisions on disaster recovery planning and testing
- Ensures that applications and underlying infrastructure have a DR plan and perform regular DR testing
- Responsible to ensure that applications have a validated RTO and RPO through DR testing
- Owns and is accountable for the IT Disaster Recovery policy
- Responsible for ensuring awareness and adherence to the agreed and documented IT Disaster Recovery policy and process
- Ensures that the Service Continuity management process is aligned with the group Business Continuity policy
- Responsible for the continuous improvement of the Service Continuity process
- Configuration ManagementOwns the configuration management policy
Accountable for the configuration management process with overall responsibility for the effective running of the process
Develops configuration management standards, configuration management plans and procedures
Agrees scope of the configuration management processes, function, the items that are to be controlled and the information that is to be recorded
Implements the configuration management policy and standards
Manages the configuration management plan, principles and processes and their implementation
Accountable for the accuracy and integrity of the CI information within the CMDB
Responsible for ensuring process and CMDB compliance to audits or other compliance controls
Responsible for the continuous improvement of the Configuration Management process
- Manage vendors, third party suppliers and internal/external service provider groups involved in the processes
- Act as escalation point for process function issues
- Ensure process governance, assurance and adherence
- Manage service delivery metrics to identify trends and process improvement opportunities
- Responsible for process metric targets (KPI/SLA)
- Provide process performance metric reports (as required)
- Leads the service continuity and configuration management teams
Requirements:
- IT Degree
- Minimum 10 years’ relevant experience in service management processes, in particular business continuity management and configuration management
- Minimum 7 years’ experience managing teams
- Extensive knowledge and experience in IT Service
- Management framework, processes, and reports
- Experience in vendor/partner management
- Experience leading and working with virtual/offshore teams
- ITIL V3 foundation certificate
- Certifications in business continuity management
- Certifications in configuration management
- Ability to lead, influence and coordinate resources to achieve results.
- Proven analytical and problem solving skills
- Autonomous and self motivated
- Excellent relationship building and management skills
- Excellent communication (verbal and written) skills
- Strong influencing and persuasive ability
- Effective presentation skills
- Demonstrates initiative and a commitment to continuous improvement
- Ability to perform under pressure
- Flexibility in approach to problem solving
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