IT Service Delivery Leader - Senior

Key

Responsibilities:

• Contributes to the delivery and support of specific IT services.

• Supports the development and maintenance of services and ensures that tools and resources are capable and available (i.e.
• IT Service Catalog, Asset Management system).
• Generates and reports service delivery metrics and drives standards across regions and locations (i.e.
• Scorecards, Service Level Agreement (SLAs) and Customer Satisfaction or Net Promoter Scoring).
• Acts as a point of contact for customers for service related inquiries and maintains relationships with key customers and suppliers.
• Is familiar with SLA / Operational Level Agreements between other IT Services Provided.
• Encourages root cause analysis using the formal problem solving approach for recurring issues.
• Champions the use of Six Sigma to reduce costs and improve processes.
• Identifies opportunities for service improvements, discuss with the customer and raise the request for change for assessment if appropriate.
• Maintains the accuracy of service related standards, procedures and work instructions in a knowledge management system.
• Able to support the Service Owner when needed.
• Champions the use of ITIL Standards for IT Service Deliverables Maintain strong relationships to deliver business value using relevant Business Relationship Management practices.