Key Deliverables:
This position will be responsible for championing best practices and managing a team for the development of Infrastructure Service Delivery and Support processes based on ITSM constructs.
The following are the responsible for driving the following initiatives:
- Execute strategy to drive adoption of Support service management and operational best practices relevant to on-premises, cloud computing, network operation and Unified Communication services
- Ensure all service management processes enable ITS service agility.
- Create an environment that supports self-service and automation of routine service requests.
- Foster continuous service delivery optimization and improvement.
- Foster the relationship with Infrastructure verticals.
- Identify resources and sourcing Support Organization.
- Execute self-auditing and compliance capabilities around ITSM procedures.
- Execute and implement a strategy and roadmap for organizational excellence.
Key Responsibilities include:
- Responsible for leading a team of professionals in the areas Cloud Operations, Network Operaions and Unified Communication
- Define roles and responsibilities for the department.
- Integrate with Infrastructure Verticals for advance level support and new initiative being launched across organization.
- Promote and champion the benefits of Incident, Problem, Change, Request, Knowledge Management, and other Delivery processes.
- Oversee process to ensure the Service Level Agreements (SLAs) and supporting Operating Level Agreements (OLAs) are published and met by support teams.
- Integrated with Business reviews to ensure all the services delivered via 3rd Level Support meets all criteria.
- Manage the overall Operations of all services to the agreed service levels:
- Incident resolution, service request fulfilment, request for information, minor change requests and problem resolution Support the management of major infrastructure incidents.
- Coordinate the team resources, allocate tasks, check progress, report results to peers and higher management.
- Provides direction to multi-disciplined technical 3rd level support teams of internal IT and contractor staff.
- Liaise with third-level support groups and/or vendors when an additional support, advice or escalation is required.
- Act as a guardian for the appropriate execution of all configuration and minor change management processes within production environment
Minimum qualifications:
- Expert knowledge of ITIL framework and have managed transformation and ongoing operations of Service Management processes.
- Knowledge of environments and service that support multiple business verticals.
- In-depth knowledge of IT Service Management (ITIL) frameworks.
- Demonstrated experience in leading process improvement and organization change initiatives.
- Proven expertise and overall responsibility in customer service and contact centre services, performance, and new generation capabilities.
- Ability to work with people from a variety of different culturally diverse backgrounds.
What we offer:
- Be a part of a global IT, fast growing organisation
- Cooperation with globally recognized brands
- A real influence on company's achievements
- Transparency and respect at each stage of contact
- Contract of Employment