General:
Manage the Service Business Continuity and SLA/KPI adherence.
Work for Business stakeholder satisfaction for the service delivery including surveys.
Execute quality assurance and performance of the IT service(s) according to SLA's agreed with business. Monitors IT service delivery performance, end-to-end. Analyzes and reports deviations from SLA and proactively proposes and drives improvement actions.
Contributes solving business escalations impacting business performance and participates in RCA for critical incidents and ensure execution and completion of any improvement plans associated
Service roadmaps and releases:
Supports service roadmaps; documents and validates planned activities, technical releases, changes, ramp ups and -downs, and aligns them with the project roadmap, provider contracts, architectural requirements, security
Proactively identifies and manages the dependences between services or service roadmaps and planned changes in other areas (e.g. processes)
Manages the execution of technical releases, change management and service communication
HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN
Service Costs:
Monitors total service costs and is responsible for continuous service cost planning and LE accuracy. Contribute to the service cost impact analysis as part of the investment proposal / business case and actively seeks cost saving measures
Supports the service cost impact analysis and creation of the service cost impact as part of the investment proposal / business case
Signs off IT service cost impact analysis in IC milestone. Actively seeks for cost saving measures
Service Enhancements:
Approves minor service enhancements after validation with the product team, requests and related costs within available budget
Service Catalogue and SNOW:
Updates master data in Service Catalogue and in IT service management tooling
Governance tool management (ServiceNow)
SNOW Workflow maintenance of (BCA / RCA / Minor demands / UPMX)
Qualifications
ASM Partner and Suppliers:
Collaborates with respective IT suppliers
Contributes to definition of the IT Business Service Level Agreement with the suppliers
Facilitates the governance meetings (BSST) with the business and Service Providers
Others:
Monitors service license usage and needs
Monitors service capacity and initiates needed changes
Ensures that asset configuration management is handled promptly with good quality
Manage service documentation and keeping it up-to-date
Participates in program/projects in own service area, focusing on the use phase preparation
Capacity Management of Service (eg sizing storage and servers)
Relevant Exp 10+ years, Total exp 12+ years
