Jobs

Our client is now recruiting for a  Service Resilience and Improvement Lead

Contract Duration: 12 Months Contract

Accountabilities

• Lead should have good knowledge and experience on all stream of service management such as Incident management, Change management and problem management
• Facilitate improving IT services for businesses through the development and implementation of service improvement plans
• Organizing, attending, and participating in stakeholder meetings
• Documenting and following up on important actions and decisions from meetings
• Ensuring project deadlines are met
• Determining project changes
• Providing administrative support as needed
• Undertaking project tasks as required
• Primary point of contact for various working groups
• Establishing and maintaining a constructive relationship between the service owners and the business based on understanding the customer and their business drivers
• Identifying changes to the business environment and technology trends that could potentially impact the type, level or utilization of services provided
• Establishing and articulating business requirements for new services or changes to existing services
• Mediating in cases where there are conflicting requirements for services from different business units
• Ensuring that the current and future service level requirements of customers are identified, understood and documented in SLAs (Service Level Agreements) and service level requirements (SLR)
• Negotiating and agreeing levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAs
• Negotiating and agreeing OLAs (Operational Level Agreements) and, in some cases, other SLAs and agreements that underpin the SLAs with the customers of the service
• Assisting with the production and maintenance of an accurate service portfolio, service catalogue, application portfolio and the corresponding maintenance procedures
• Ensuring that targets agreed within underpinning contracts are aligned with SLA and SLR targets
• Ensuring that service reports are produced for each business line and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence
• Ensuring that service performance reviews are scheduled, carried out with regularly and documented, with agreed actions progressed
• Ensuring that improvement initiatives identified in service reviews are acted on and progress reports are provided to customers
• Reviewing service scope, SLAs, OLAs and other agreements on a regular basis, ideally at least annually
• Ensuring that all changes are assessed for their impact on service levels, including SLAs, OLAs and underpinning contracts, including attendance at change advisory board (CAB) meetings if appropriate
• Identifying all customers and other key stakeholders to involve in SLR, SLA and OLA negotiations