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Form of workJob Description (Posting).
The service manager is the owner for one or more ITIL Processes as well as the process manager for all contract deliverables. Responsibilities include: Document the processes and procedures of the Delivery team (i.e. Incident Management, Change Management, Service Request Management, Problem Management, Capacity Management, etc.). Regularly audit, improve and deploy procedures and working instructions to deliver the Services. Manage the service Delivery quality and ensure [Customer] satisfaction. Reports and follows up service level metrics and performance standards. Work with other service towers within NYU in order to ensure a high quality of service is delivered. Proactively advise [Customer] (become trusted advisor for the [Customer] through service analysis, process and procedure improvements. Understand [Customer] requirements and ensure that [Service Provider] designed solutions meet [Customer] expectations according to the contract. Manage [Customer] expectations. Build solid relationships with key stakeholders within the VIP User community and use these relationships as a foundation to ensuring alignment between the community and IT services.ITIL certification and familiar with the implementation of related principles Evaluate and recommend solutions to meet the technological needs of various stakeholders Supports business goals by enabling organizations to identify opportunities for improvement and evaluate their IT performance against best practices. It can be defined as a set of organizational processes and controls designed to deliver IT services to meet business objectives efficiently, effectively, and reliably. Manage IT assets and resources to ensure that they are running efficiently. Coordinate the deployment of IT systems, including infrastructure, applications and services. They also monitor operational performance and respond to IT incidents as necessary. (1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives. (4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
The service manager is the owner for one or more ITIL Processes as well as the process manager for all contract deliverables. Responsibilities include: Document the processes and procedures of the Delivery team (i.e. Incident Management, Change Management, Service Request Management, Problem Management, Capacity Management, etc.). Regularly audit, improve and deploy procedures and working instructions to deliver the Services. Manage the service Delivery quality and ensure [Customer] satisfaction. Reports and follows up service level metrics and performance standards. Work with other service towers within NYU in order to ensure a high quality of service is delivered. Proactively advise [Customer] (become trusted advisor for the [Customer] through service analysis, process and procedure improvements. Understand [Customer] requirements and ensure that [Service Provider] designed solutions meet [Customer] expectations according to the contract. Manage [Customer] expectations. Build solid relationships with key stakeholders within the VIP User community and use these relationships as a foundation to ensuring alignment between the community and IT services.ITIL certification and familiar with the implementation of related principles Evaluate and recommend solutions to meet the technological needs of various stakeholders Supports business goals by enabling organizations to identify opportunities for improvement and evaluate their IT performance against best practices. It can be defined as a set of organizational processes and controls designed to deliver IT services to meet business objectives efficiently, effectively, and reliably. Manage IT assets and resources to ensure that they are running efficiently. Coordinate the deployment of IT systems, including infrastructure, applications and services. They also monitor operational performance and respond to IT incidents as necessary. (1.) To independently resolve tickets and esnure that the agreed SLA of ticket volume and time are met for the team. (2.) To provide support for on call escalations orL3 level support and doing incident and problem management (3.) Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts and conducting interviewsorparticipation in hiring drives. (4.) To adhere to quality standards, regulatory requirements and company policies (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases (6.) To participate or contribute on EN business in creation of proposals to drive Service improvement plans.
