RESPONSIBILITIES:
• Manage and control the expectations of the stakeholders within the region and/or
shift managed as it adhere to the to the committed services under the shared
service model and its processes.
• 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 the Processes within ESSPI and in relation
with Customers' organizations
o Ensure adherence to the shared model to improve efficiency and enlarge
the period of support on 24h
• Review, maintain and update the statement of work with shared service customers
based on current services actual or requirement
• Coordination across all the Tech Services service line leveraging the team leaders
and services line 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 performanceEnsure appropriate documentation on agreements and/or hand-over activitiesAccurate 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 servicesIdentify new customer needsContribute 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.
Primary Technical abilities:
• Breathe of experience in Infrastructure solutions: Datacenters, Clouds, Network,
Security.
Depth of experience on at least one of the areas in Infrastructure solutionExperienced in managing or coordinating teams in a complex organizationKnowledgeable on Operations KPI – Ticket Mgt to Infrastructure KPIs (e.g. Backup completeness, Recovery RTO/RPO, Infra Utilization improvement)Solid experience in ITIL processes mgmt (ITIL certified minimum)Solid experience in Services Management Secondary Technical abilities: Project management skillsHas worked in an multi-cultural environmentInnovative methodologies such as Agile or DevOpsCMMI experience Behavior abilities: At least 5yrs experience in Infrastructure delivery2years experience in Services Delivery managementCustomer service orientedLeadership & entrepreneurship (owner-mindset)Ability to organize, to federate and coordinateCapacity to adapt with flexibilityConvincing & influenceRigorous and organised