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Accountable for end-to-end Service / Application Management: Ÿ To ensure that the existing service performs as expected and supports the business appropriately Ÿ To enable the application of change to the existing service or the introduction of new services into a business as usual state in a controlled and tested manner with minimal business impact Ÿ To improve continuously the delivered service to meet performance and cost targets whilst continuing to satisfy evolving business requirements. Key Responsibilities / Functions: The Solution Lead is responsible for end to end Service Lifecycle Management for their Service Tower. Key responsibilities include: Ÿ Ensure great relationships with appropriate stakeholders across the business, in the wider B&ITT function and within Service Delivery Assurance Ÿ Establish good working relationships with 3rd party suppliers Ÿ Manage a complex internal and external supply chain, escalating issues as necessary to the Application Manager and/or Service Delivery Director and/or to Vendor Management. Review the performance of all IT services and ensuring that the Service Delivery Provider organization is taking the corrective action when the performance falls below the contracted service levels Ÿ Set catalogue standards in partnership with the Service Delivery Provider specifically relating to HPSM for a specific technical area Ÿ Agree maintenance windows with external vendors and customer representatives, Ÿ Ensure incidents and problems are managed in line with contractual agreements Ÿ Balance the priority of SR/DRs against capacity constraints as necessary Ÿ Drive the development and implementation of Service Management procedures, best-practices and standards in line with B&ITT methods & standards (ex Change Management, Security Practices, Identity Management) Ÿ Contribute to overall resource management within Service Delivery Assurance Ÿ Support the production of Budgeting and Financial/KPI reporting for Service Delivery Assurance (as defined by the Application Manager) Ÿ Approve outages (for non-HP applications) Ÿ Ensure proper communication material is available for end users (including the update to the IT Outage Portal) Ÿ Participates as necessary in crisis management (escalation, root cause analysis, disaster recovery) Ÿ Support management in the Investment & Gating Concurrence (lights on budget, KPIs) Ÿ Support audits and decommissioning efforts Ÿ Create/manage NSSRs Ensure SOX compliance


Ÿ Strong communication & influencing skills Ÿ Knowledge of BI (Business Intelligence) tools, databases, dashboards, systems, or methods desired Ÿ Good technology insight with a full appreciation of how technology can enable positive business change Ÿ Working knowledge and understanding of Service Management as a whole, with in depth experience of at least one specific tower Ÿ Proven technology change experience Ÿ Good industry awareness to help contribute to the continued evolution of Service Management processes in line with industry best practice Ÿ Strong Supplier Management skills Ÿ Proven leadership and people skills ITIL Foundation Desired Qualifications: (Education, Technical Skills/Knowledge) Ÿ Customer & Innovation: Doing the right thing Ÿ Accountability: Keeps promises Ÿ Teamwork: Team Player Ÿ Respect: Influencer People: Motivating

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