Multiple Service Management Roles
Role 1: Critical Incident Manager
• Implementation of standard escalation process and matrix
• Optimize processes end to end across critical incidents
• Enhance incident and SLA reporting experience from a user perspective
• Reduce lead-time between different service owners
• Control CAB approval
• Govern critical policies for ticketing and opening of RFC
• Control customer IT services, IT suppliers and 3rd parties
Role 2: SIAM Lead
• Establish and execute full-scale SIAM framework implementation strategy using industry standard ITSM and other tools.
• Adopt Enterprise Service Bus and E-bonding concepts to SIAM solutions.
• Setup and run an effective governance model in a multi-vendor environment, strong understanding of SLA, OLA and UC’s.
• Implement and improve standard policies, processes, procedures, work instructions etc.
• A strong understanding of all ITIL Processes
• Experience of Transition, Transformation, Gap Analysis, CSI projects is a must.
• Strong understanding of ServiceNow.
Role 3: Change Manager
The successful candidate will be responsible for assessment, definition and implementation of the change process, including end to end standardization and management of all change tickets.