• Coordinate, facilitate and oversee a variety of base operational projects, which contribute to business performance and delivery of a reliable IT foundation.
• Responsible for supporting the ongoing practices of governing, monitoring, and reporting on IT and the business services provided (including infrastructure, applications, and data) • Management of services delivery by internal and external service providers to meet service levels, and the ongoing relationship with the business to ensure services are delivery in line with business needs.
• Facilitation of Customer Escalations on Operational Support tickets including service desk, desktop, applications and regular/day-to-day SLA management
• Developing and maintaining an inventory of IT assets and their relative operational health
• Review project plans for tailoring adequacy, process, identification of metrics, defect prevention planning and collection of data.
• Responsible for defining and maintaining ITIL/ISO service management processes along with process compliance teams.
• Driving regional service delivery performance by ensuring all Metrics are captured and improved. • Self-initiated audits on critical business processes in both products & services businesses.
• Develop, support and implement delivery practices to meet company business objective.
• Identify & drive service improvement programs through lean, six sigma tools across all programs.
• Review quality plan and service delivery performance metrics and plan for continual improvement.
Qualifications:
• Degree or equivalent work experience in related discipline (Computer Science, Business Management, Computer Engineering, Mathematics, ect.) • Experience implementing best practice standards in Service Management and IT Operations Management.
• Competence in planning, cost estimating, risk management, performance management, quality & delivery assurance.
• Experience with systems analysis methodologies, standards, tools and techniques.
