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Keywords / Skills : Service Management, ITIL Management, ITIL Certified, Incident Management, Change Management

3 - 5 years
Posted: 2019-10-11

IT/Computers - Software
Project Leader/ Project Manager
Posted On
11th Oct 2019
Job Description



Primary Responsibilities

 The successful candidate must be able to do the following:

 Ability to manage suppliers in outsourcing contracts

 Strong people management skills

 Good communication skills

 A qualification in ITIL Service Delivery is desirable

 Previous experience of IT Service Management is desiarable
Duties & Responsibilities

 Oversee development of ITSM-based management processes and controls to ensure quality is maintained to meet business objectives

 Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services

 Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of Service Management issues which arise in connection with ITSM Services

 Management of the IT Service Delivery Team including responsibility for service desk, desktop support, application support, career development and staff appraisals

 Definition of service level agreements (SLA’s) in relation to contracted services, ensuring the SLA’s are achieved; service quality and client expectations are met or exceeded as well as profitable

 Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed

 Build and maintain client relationships

 Produce management and account performance reports to an agreed schedule or upon request

 Attend client service review meetings covering performance, service improvements, quality and processes

 Implement and facilitate workshops and training courses

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