Service Quality Manager

No se requiere experiencia, jornada completa, contrato indefinido

Certifications in ITIL or other related IT Service Management Practices or commensurate experience. Advanced knowledge and experience implementing ITIL Service Management practices.

Información detallada sobre el trabajo Service Quality Manager. Términos y condiciones de vacante

Funciones

the Service Quality Manager is responsible for ensuring the coherent and effective delivery of consistent and repeatable processes and reporting required to deliver, support and improve technology services to meet company needs now and in the future. Description Build and lead the Service Quality Team with the user experience and expectations always front of mind * This not only includes a standard classification for what a "service" is, but also the methods for keeping the framework up-to-date as the Business and IT evolves * Gain a clear understanding of current state baseline, identify next steps and develop action plans to establish a best in class IT service management capability Build and manage a strategy for bringing consistency to existing (GSD) and future ticketing tool, including reporting and its implementation Research, review, and analyse the effectiveness and efficiency of existing Service Management report procedures and systems and develop strategies for enhancing or leveraging these in order to provide an accurate and relevant service status to stakeholders. * Work directly with decision makers and end users to understand, define and document current and possible future reporting goals, needs and requirements * Design, develop, publish and maintain management dashboards Research and recommend key performance indicators in order to provide better intelligence in reporting Compile and maintain processes related to all standard reporting * Identify automation and process improvement ideas and implement Work closely with both hub and function leads to define a common set of SLA's for all delivered services and maintain through the service live cycle * Engage, coordinate and support Business Technology functions across all regions to ensure the consistent deployment of processes * To ensure service consistency across all areas within IT, including ticket management/call quality sessions Support the Head of Global Technology Support in the design and implementation of a Service Level Agreement concept * Implement a single source of consistent information on all IT services delivered to the business in the IT Service Catalog; ensure and verify service performance against published service level agreements Accountable for the Global Change Management process, including scheduling, coordinating and hosting, ensuring that each change is managed according to the agreed process. Drives the adoption of GTS through education and internal marketing Helps to support and drive a continuous process improvement culture within the organization by fostering relationships with both front and back office functions. Lead activities as required to meet changing business and user support needs Verify service operations against agreed Service Level Agreements and Operational Level Agreements Develop and maintain policies, principles and definitions of service management Ensure consistency between the service catalogue and the overall service portfolio Recruit, retain and develop the appropriately skilled resources required to deliver the Page IT Strategy for GTS; creating customer centric services, with high quality capability and is underpinned by clear behavioural strengths Support the IT Transformation * Supports analysis of the current and future state GTS roadmap * Helps drive the activities required, as defined by the Transformation Plan * Owns recruitment into the Service Quality team from internal and external candidates * Supports, coaches and develops personnel from across all areas of the GTS function as required Profile * Certifications in ITIL or other related IT Service Management Practices or commensurate experience. Advanced knowledge and experience implementing ITIL Service Management practices in medium to large IT organizations coveri

Requisitos

Certifications in ITIL or other related IT Service Management Practices or commensurate experience. Advanced knowledge and experience implementing ITIL Service Management practices.

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