Responsible for the development, implementation, sustainment, and continuous improvement in IT Service Management (ITSM) processes as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery. A customer facing role representing the services provided by Service Management & IT Operations and building strong relationships and managing expectations to become the trusted IT partner.

Maintain and manage standards for service management and service management processes.

Responsible for the delivery of teams within Service Management & IT Operations (IT Operations, Workplace services, Change Management, Applications Management & Support) to drive the necessary improvements of services.

Maintain and improve service quality, ensure that IT services meet or exceed service levels requirements through continuous review of service performance.

• Maintains a catalogue of all available services (Service Catalogue). Liaises with stakeholders to establish the structure of service level agreements (SLAs).  Ensures that operational methods, procedures, and policies are documented, maintained and reviewed regularly to maintain their effectiveness and efficiency.
• Works with stakeholder/service-user representatives to determine service level requirements. Negotiates and agrees to service levels covering aspects of quantity (e.g. hours, times, throughput, consumables) and quality (e.g. availability, reliability, performance, growth capacity, support, contingency and security). Manages service-user expectations and perceptions in order to optimise user satisfaction.
• Works with service-users to establish qualitative assessment of the service provision, from the client/user perspective. Proposes service improvements based on analysis of metrics, and/or satisfaction surveys.
• Works with stakeholders to define future demand requirements such that they can be adequately planned and budgeted for. Monitor capacity levels of consumed services to ensure no service interruptions.
• Regularly reviews Operational Level Agreements (OLAs) (internal), and/or underpinning agreements (UPCs) (external) to ensure that they are in line with SLA targets. Liaises regularly with service providers and customers to review and improve performance against SLA. Review SLAs, produces new SLAs and extensions to existing SLAs. Negotiates changes and improvements to SLAs with the agreement of service provider and the Customer

• Contractual awareness with respect to Cost; Identify opportunities to reduce cost of ownership by acting upon contractual levers (e.g. Minimum Guaranteed Baselines). Manage the Service Management annual Capex and Opex budget contributing to Business Planning processes.

• Leads problem management in the diagnosis and resolution of service problems, ensuring that account is taken of agreed levels of service. Initiates action to maintain or improve levels of service.

• 5+ years of service management and service delivery management experience.
• Bachelor’s degree in Computer Science, Information Systems, or equivalent is a strong advantage