Job Description

• The Service Management Lead works across tasks and is responsible to synchronize efforts and maintain high quality services across the enterprise. The role is responsible for monitoring all performance metrics and ensuring the service delivery meets all Service Level Agreements (SLAs), with full responsibility for continuous service improvement and innovation. Working with other technical and execution leads the Service Management Lead will provide a flexible and agile service capability that is both responsive to business change whilst ensuring a solid and reliable delivery platform that supports continuous service improvement.

Responsibilities

• Develop, manage, and administer service management levels and service management framework
• Co-chair the Change Control Advisory Board (CAB) with the Service Transition Manager
• Accountable for management of all SLAs, SLA service credits, metrics and ensure all enterprise IT services are accomplished according to SLAs
• Provides reporting and metrics on performance of service levels and other KPIs for all internal and external parties providing IT services
• Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for IT provided services
• Develop service delivery SLAs, OLA’s, policies and procedures where required
• Chair the internal service review meetings
• Monitoring response times; evaluating user satisfaction levels and making recommendations for improvement
• Takes ownership and ensures proactive closure for problem reports that fall within area of responsibility
• Monitor, measure, report and review current performance of services and components in the enterprise IT environment and ensure IT capacity meets business needs
• Advise employees how to improve work procedures
• Ensure high levels of customer satisfaction with delivered services
• Provide and maintain a single source of consistent information on all  IT services delivered to the business
• Serves as a point of escalation (notification) for major incidents
• Responsible for ITSM tools and service management frameworks are understood and implemented within the organization
• Works with management and the business  to identify and prioritize service improvement
• Builds and maintains business relationships
• Assists with planning, coordinating, and execution of upgrades, releases, and software implementations
• Ensure ITIL based processes are being followed and recommend improvements where needed

Qualifications
Key attributes and competencies

• ITIL service management best practices
• Defining, developing, implementing (in both people and technology) and executing ITIL service management processes and tools
• Proven experience in leading ITIL process implementation and improvement
• Excellent reporting skills and experience in statistical analysis and reporting; strong verbal and written communication skills; interpersonal skills including the ability to work with both internal customers and external entities is required

Experience

• 6-8+ years experience in designing ,implementing and managing key ITIL framework areas in large scale enterprise environments; strong understanding of the ITIL process framework
• ITIL Practitioner (minimum) or Expert (preferred) qualification
• Good understanding of ITSM tools