Description:
This role is focussed on providing an excellent level of service to ITSS customers (the business units) through enabling ITSS technology functions to be held to account for service delivery through the analysis of OLA/SLA's. Collaboration is key to ensure all parties work together successfully.
The role may also contribute to monthly service reviews with key senior stakeholders within the business units, including the CIO, by analysing data and creating reporting to visually demonstrate performance levels.
The role is expected to work with oversight of the SSDM where necessary and in support of the overall service delivery management goals for the business unit.
Responsibilities
Service Delivery
- To develop and maintain strong and effective relationships with stakeholders within the business units and ITSS
- Responsible for analysing data associated to service delivery from within ITSS and ensuring this is in line with agreed requirements associated to OLA/SLA's
- Where analysis illustrates that service levels fall below agreed expectations, contribute proposed actions to service improvements plans based on analysis undertaken
- In Collaboration with TPM, responsible for analysis of external IT suppliers performance against their contractual commitments. Contribute proposed actions to recovery plans to maintain their commitments and service levels
- In collaboration with TPM, monitor external IT supplier performance against contractual KPI's
Customer Experience
- Comfortable assessing the status quo, contributing ideas based on data analysis to strategies that will deliver higher levels of customer experience being delivered across ITSS
- Manage expectations of internal stakeholders effectively
- Work closely and in partnership with peers and stakeholders across the business to improve the end-to-end delivery of the customer journey and experience
Continuous improvement
- Contributing ideas for continuous improvements which deliver positive impact to colleagues, customers and company - measured by improved service delivery and cost reduction
- Contributor to transformational programmes and wider change initiatives where required
Risk/Compliance
- Ensure that all Governance, Compliance and Information Security requirements are adhered to.