Job Description
RESPONSIBILITIES:
• Monitor and Control the implementation and maintain framework of best of breed
standards in Tech Services and IT Security on following topics but not limited to:
o Catalog of services to describe the scope of ESSPI Infrastructure SLAs of
the corresponding services with capacity of their follow-up Processes within
ESSPI and in relation with Customers' organizations
o Lead the deployment of standard methodologies like ITIL and CMMI
o Implementation and maintenance of a shared model to improve efficiency
and enlarge the period of support on 24h
• Review, maintain and update the building of contracts with shared service
customers based on current services actual or requirement
• Allocation and Pricing of services
• Coordination across all the Tech Services service line leveraging the team leaders
and services lines coordinator for the service delivery to ensure the delivery and
quality of the services.
• Consistent communication, monitoring and driving of the continuous
improvements for the managed Customers across all the services provided.
• Regular reporting & daily monitoring on activity, quality and performance
• Ensure appropriate documentation on agreements and/or hand-over activities
• Accurate and timely reporting to the head of Infrastructure department esp.
on
escalation impacting services and/or performance of the team.
• Ensure that events affecting the service contract are considered throughout its life
cycle
• Ensure the impact of any changes to the level of service, particularly service level
commitments and operational agreements
• Monitor, analyze and evaluate the operational performance of customers support
and the results of the indicators and propose action plans
• Participate in the identification of value-creating services
• Identify new customer needs
• Contribute to the search for ideas and solutions (and its implementation) to
continuously improve the performance of the company
• Build capability plan and skill up plan for individual resources within the serviceline
directly managed and/or contribute in building one for the other service line as
necessary based on experience and exposure.