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Manager: Service Management Technology
2 weeks ago
Senior Manager:
Monitoring & Surveillance Job grade/level M5
Core Description
Oversee and manage the Service Management Technology (SMT) team to drive automation and to standardise and rationalise SMT tools across the entire infrastructure estate.
To provide expert guidance on best fit-for-customer engagement in support of customer satisfaction. Key Deliverables / Primary Functions- Operationalise the Service Management Technology strategy and roadmap to ensure the successful implementation to achieve business objectives.
- Own and oversee the maintenance and development of Service Management technology solutions, solution releases and tools in alignment with high levels of quality, standards and operability as defined within negotiated and agreed service level agreements, service level parameters or contracts.
- Lead the resolution of escalated incidents and monitor postresolution followups to ensure issues have been adequately addressed.
- Contribute to the development of service schedules and manage the maintenance of service level agreements (SLA's) and operational level agreements (OLA's).
- Develop and manage the implementation of processes and procedures to deliver on Service Management technology solutions and tools.
- Manage and/or oversee projects to successful completion in accordance with scope, budget and service level agreements.
Or
Alternatively, 7 years' experience in Service Management technology solutions and tools with at least 3 years in a supervisory capacity Certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control Span of Control Level of Engagement Internal stakeholders, external clients and suppliers
Special Requirements / Employment Condition Valid Drivers license Workplace / Physical Requirements Hybrid Remote Worker Billable Client Roaming
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