IT Service Manager

2 days ago

Chennai, Tamil Nadu, India beBeePerformance Full time ₹ 1,50,00,000 - ₹ 2,00,00,000
Job Title: Service Delivery Professional

The role of a Service Delivery Professional is critical in ensuring the highest quality service with positive feedback and minimal escalations.

  • Operational Efficiency Delivering products or services in the most value driven and cost-effective way possible.
  • Service Quality Ensuring the highest quality service with positive feedback and minimal escalations.
Key Responsibilities:
  • Analyze, plan, monitor, and enhance the availability of IT services in accordance with the established service standards.
  • Provide good-quality knowledge and information about services and service assets.
  • Manage Requests for Change to ensure that these meet quality and conformance standards; co-ordinate IT staff and Customers to ensure accurate and appropriate risk assessments and communications during changes.
Change and Incident Management:

Producing detailed Post Implementation Reviews establishing lessons learnt and preventive actions to avoid repeat change failures.

Chair weekly CAB meetings, ensuring changes are appropriately risk managed, prioritized, and have no adverse effect on the business.

Major Incident:

This role is responsible and accountable for the overall ownership of the Incident until resolution. Co-ordinating MI timeline, update calls and escalations where necessary.

Ensuring notification of Major Incidents are provided to the Senior IT stakeholders, including producing post incident reports and timelines for the stakeholders

Service Reporting & Governance:

Supporting the implementation of best practice processes, service reporting and tools in order to consistently meet Service Level Targets

Producing weekly and ad-hoc reports for all levels of management.

Contributing to the implementation of remedies and preventative measures.

Investigative problems in systems, processes and services, with an understanding of the level of a problem (for example, strategic, tactical or operational)

Optimization Identifying process opportunities and contributing to the implementation of proposed solutions.

Preventive Contribute to the implementation of remedies and preventative measures.

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