Role and Responsibilities

o   Develop and maintain strong, collaborative relationships with assigned enterprise clients, acting as a trusted advisor and primary point of contact.

o   Identifying changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided

o   Establishing and articulating business requirements for new services or changes to existing services

o   Mediating in cases where there are conflicting requirements for services from different business units

o   Maintain that the current and future service level requirements (service warranty) of customers are identified, understood and documented in SLA (Service Level Agreement) and service level requirements (SLR) documents

o   Assisting with the production and maintenance of an accurate service portfolio, service catalogue, application portfolio and the corresponding maintenance procedures

o    Verify targets agreed within underpinning contracts are aligned with SLA and SLR targets

o   Service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence

o   Service performance reviews are scheduled, carried out with customers regularly and documented, with agreed actions progressed

o   Maintain that improvement initiatives identified in service reviews are acted on and progress reports are provided to customers

o   Reviewing service scope, SLAs, OLAs and other agreements on a regular basis, ideally at least annually

o   Review all changes are assessed for their impact on service levels, including SLAs, OLAs and underpinning contracts, including attendance at change advisory board (CAB) meetings if appropriate

o   Identifying all customers and other key stakeholders to involve in SLR, SLA and OLA negotiations

o   Managing customer complaints including their recording, management, escalation (where necessary) and resolution

o   Measuring, recording, analyzing and improving customer satisfaction

o   Understanding the organization’s overall IT strategy, to best underpin the business strategy

o   Assisting in informing, publicizing and marketing of the key aspects of the IT strategy so that all customers, potential customers, staff members, suppliers and other relevant groups are aware of the IT strategy and how it will be taken forward

o   Coordinating interfaces between strategy management for IT services and other processes

o   Confirming that all the information within the service catalogue is accurate and up to date

o   Make certain that all knowledge items are made accessible to those who need them in an efficient and effective manner

o   Planning and managing support for knowledge management tools and processes

o   Encouraging people throughout the service provider to contribute knowledge to the service knowledge management system (SKMS)

o   Acting as an adviser to business and IT personnel on knowledge management matters, including policy decisions on storage, value, worth etc.

o   Identifying, controlling and storing any information deemed to be pertinent to the services provided that is not available by other means

o   Maintaining controlled knowledge items to ensure that they are current, relevant and valid

o   Monitoring publicity regarding the knowledge information to ensure that information is not duplicated and is recognized as a central source of information etc.

o   Setting direction and providing a framework through which improvement objectives can be delivered

o   Communicating the vision of CSI across the IT organization

o   Designing the CSI register and associated activities

o   Defining and creating reports on CSI critical success factors (CSFs), key performance indicators (KPIs) and CSI activity metrics

o   Drive CSI activities are coordinated throughout the service lifecycle

·        Major Incident Management:

o   Driving swift resolution of high-priority incidents and escalations by closely collaborating with technical teams, ensuring clear communication with customers, and proactively identifying potential disruptions that could impact business operations

·        Incident Management

o   Drive incidents for swift resolution and minimizing impact by implementing structured incident handling processes, defining escalation matrices, and leveraging automation where possible.

o   Responsible for proper documentation and post-incident reviews should be conducted for continuous improvement.

o   Planning and managing support for incident management tools and processes

o   Coordinating interfaces between incident management and other service management processes

o   Driving the efficiency and effectiveness of the incident management process

o   Producing management information

o   Monitoring the effectiveness of incident management and making recommendations for improvement

o   Developing and maintaining the incident management systems

o   Developing and maintaining the incident management process and procedures

·        Problem management

o   Management of a major problem, especially where impact to business is high and the problem is taking too long to isolate the cause of the incidents

o   A prolonged outage that exceeds or threatens to exceed the SLA or timeframe

o   Frequently recurring or multiple related high-priority incidents where the priority is related to business impact and urgency

o   Security breaches identified or reported by a customer without a workaround that is mutually agreed upon

o   Risk of potential or actual damage to the customer’s or provider’s reputation

o   Data loss or risk of potential data loss

o   Common sense

·        Service Oversight & Compliance Reporting

o   Drive and Maintain compliance with SLAs, ITIL processes, and contractual obligations by maintaining structured service reviews, tracking performance against KPIs, and implementing necessary corrective actions.

o   Providing regular service reports and performance analysis by leveraging ITSM tools, creating detailed dashboards, and delivering actionable insights to both internal teams and customers

·        DUTIES

o   Your main duties will be included but not necessarily be limited to the list detailed above.

o   You will always be presentable and always be aware of the image that you are creating. Always be honest with the customer and be respectful.

o   Operational requirements may result in you having to execute instructions issued by senior management as well.

Prerequisites:

·        5 Years of experience in a similar role

·        ITIL V4 Foundations

·        O365 Fundamentals

·        Aure Fundamentals

·        Bachelor’s degree in computer science or business management (Advantageous)

Preferred Skills

·        Should have proven excellence as a Service Delivery Manager or in another relevant position

·        Excellent communication, both verbal and written

·        Ability to manage Customer requests/escalations in quick succession

·        Ability to form customer relationships

·        Basic understanding of WAN and LAN Infrastructure's

·        Good understanding of Microsoft Exchange or O365 and general mail requirements