Manager: Ict Service Delivery

**Service Level Management**
- Ensure that agreed service levels are consistently met on a monthly basis
- Continual improvement and maintenance of an efficient service catalogue that will form the basis of services delivered to users
- Manage the Service catalogue
- Ensure that all service management processes are executed to fulfil the process objective
- Support the achievement of the service level targets and overall IT service delivery
- Understand Service Level Requirements by engaging with management
- Establish a Service Level Agreements with management
- Monitor performance against the Service Level Agreement
- Undertake on going interactions with management stakeholders to determine service delivery requirements in the context of desired business objectives
- Work with IT service delivery stakeholders to deliver services which serve to support the operational priorities of the business

**Governance
- Implement Governance Principles to ensure the efficient Management of Service Management**
- Document and maintain policies of all identified processes
- Ensure regular IT surveys are conducted to determine the perception of IT efficiency within organisation as well as of IT strategic partners and vendors

**Continual Service Improvement
- Continual Improvement of Services and Processes**
- Maintain the continual service improvement (CSI) plan for the Service Management department.
- Ensure that identified CSI initiatives are implemented according to the agreed plan

**Incident Management
- Efficient Management of Incidents by resolving incidents within the Specified Service Level**
- Maintain the incident management process and manage effective execution of the incident management process. (including escalation process)
- Management high priority incidents to ensure minimum impact to business services
- Ensure ongoing compliance to the incident management policy.
- Restore to normal service / operation as quickly as possible within agreed SLA periods with minimum disruption to the business
- Trends, tracking and analysis

**Service Requests
- Deliver on all Service Requests within the Specified Service Level**
- Maintain and manage effective execution of Request fulfilment process
- Ensure requests are resolved within the agreed service level target

**Problem Management
- Root Cause of Incidents are Investigated**
- Maintain and manage effective execution of the problem management process
- Ensure ongoing compliance to the Problem Management policy
- Identify the root cause of re-occuring incidents to proactively reduce the number of incidents

**Knowledge Management
- Manage the Service Desk Knowledge in a structured manner that allows for easy access**
- Store all relevant Service Desk knowledge in a logical document storage structure for easy access to the Service Management team

**Configuration Management
- manage the Configuration Management Database (CMDB) to ensure that it is current and accurate**
- Manage and maintain process(es) that updates the CMDB
- Ensure that regular audits are performed to ensure the integrity of the CMD
- Document CMDB standards and architecture to ensure scalable a solution

**Vendor Management
- Management of Vendors to sufficiently support and achieve the Agreed Service Levels**
- On-going management of strategic partners and vendor to perform in accordance with agreed service levels
- Implementation of vendor scorecards to measure compliance with company expectation.
- Ensure that company service levels are aligned with strategic partner and vendor service agreement.
- Conduct half yearly reviews of strategic partners and vendor contracts to ensure service levels are measurable and enables consistent delivery of expected service level
- Manage portfolio of Supplier Contracts
- Analysis of monthly performance reports
- Identify opportunities for improvement
- Track supplier progress against improvement plan

**Change and Release Management
- Manage Changes and release to the ICT environment to reduce impact to the business**
- Maintain and manage execution of the change and release management process to manage the impact to the company production environment.
- Maintain the company systems maintenance window
- Ongoing identification and set up of standard changes with Company ICT.
- Ensure ongoing compliance to the change and release management policy.
- Implement and Enforce a Change Management Policy
- Responsible for change control management
- Ensure that all stakeholders are familiar with, and adhere to the Change Process
- Take corrective action against staff who deliberately bypass the Change Process
- Assess Major Change Proposals
- Liaise with Business Owners to understand the impact and urgency of changes and then prioritise business expectations
- Classify qualifying changes as ?œStandard Change? for inclusion into the catalogue of Standard Change.
- Maintain and publish a Master Release Schedule by coordinating delivery schedules with all project