Social network you want to login/join with:
* Contractual Management: actively participates in Client / internal contract negotiations
* Production of Service Design requirements.
* Contributes to efficiently estimating costs, timescales and resource requirements for the successful delivery of service commitments.
* Service Catalogue Management: ensures that the Service Catalogue is established, agreed with the Client, and updated with contracted services.
* Service Governance: evaluates the status of services provided (includes SLA management plus other contractual or non-contractual metrics used in the delivery of Client Services.
* Process Management: establishment and maintenance of the processes required in the provision of Client Services.
* Monitors, measures and reports on regular activities which are subject to contractual agreement or service management processes (SLA’s, OLA’s or any other contractual targets).
* Commercial Management: assists with the planning and management of the overall financial budget to minimize risk and maximize profitability.
* CSAT: monitors and influences improved customer experience.
* Problem Management: contributes to problems being addressed in a timely manner, and with minimum impact.
* Service Transition Management: ensures that new services or changes in services are transitioned into support according to established processes.
* Business Continuity Management: works closely with Client around business continuity; participates to the planning and implementation of methods for risk management, impact analysis.
* Participates to the definition of countermeasures and contingency arrangements that relate to the serious disruption of IT services.
* Acts as bridge between the client and internal operation managers.
What skills and experience do you need?
* Experience working in delivery of similar ITIL aligned services to SLAs.
* Working knowledge of relevant technologies such as virtualization, networking, shared and dedicated hosting.
* Well-developed communication skills and experience dealing with staff ranging from Service Desk analysts and highly technical architects to senior IT Managers and CIOs.
* Highly efficient and well organized with demonstrable experience producing a range of written service delivery material such as service reports and service improvement plans.
* Managing multiple work streams, internal resources and dynamic client priorities.
* Excellent written and spoken English.
* Able to write clear and articulate reports.
* Diplomatic and able to remain calm under pressure.
J-18808-Ljbffr