Key Responsibilities:
- Seek continuous service and process improvement opportunities by actively reviewing services across our portfolio, clients, IT teams, and other stakeholders to develop & streamline processes.
- Responsible for building trusted, productive, and sustainable relationships with clients and vendors to ensure the delivery of maximum value in the services offered.
- Collaborate with technical teams, business owners, service owners, and other key stakeholders to ensure service quality.
- Identify & address issues and develop & update service-related policies as well as processes.
- Build consultation services to provide guidance & consultation on software applications and services.
- Responsible for defining and publishing Operational Level Agreements for our services; get buy-in from leadership, technical teams, and stakeholders.
- Define and maintain the roadmap for our service portfolio.
- Lead incident management, act as a primary point of contact, manage communications, and work with stakeholders and technical teams to resolve service-related issues.
- Participate in various projects for the design, transition, and operational activities associated with delivering new or existing services.
- Prepare and deliver effective and consistent presentations, documentation, and other materials to clients and the IT team.
Qualifications & Experience:
- Bachelor’s degree in computer science, IT Systems, or related field.
- PMP or similar certification and experience preferred, e.g., Scrum Master.
- At least 2 years of similar experience in Information Technology with at least one year of experience in a Service Management team.
