Service Resilience and Improvement Lead

Lead should have good knowledge and experience on all stream of service management such as Incident management, Change management and problem managementFacilitate improving IT services for businesses through the development and implementation of service improvement plansOrganizing, attending, and participating in stakeholder meetingsDocumenting and following up on important actions and decisions from meetingsEnsuring project deadlines are metDetermining project changesProviding administrative support as neededUndertaking project tasks as requiredPrimary point of contact for various working groupsEstablishing and maintaining a constructive relationship between the service owners and the business based on understanding the customer and their business driversIdentifying changes to the business environment and technology trends that could potentially impact the type, level or utilization of services providedEstablishing and articulating business requirements for new services or changes to existing servicesMediating in cases where there are conflicting requirements for services from different business unitsEnsuring that the current and future service level requirements of customers are identified, understood and documented in SLAs (Service Level Agreements) and service level requirements (SLR)Negotiating and agreeing levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAsNegotiating and agreeing OLAs (Operational Level Agreements) and, in some cases, other SLAs and agreements that underpin the SLAs with the customers of the serviceAssisting with the production and maintenance of an accurate service portfolio, service catalogue, application portfolio and the corresponding maintenance proceduresEnsuring that targets agreed within underpinning contracts are aligned with SLA and SLR targetsEnsuring that service reports are produced for each business line and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrenceEnsuring that service performance reviews are scheduled, carried out with regularly and documented, with agreed actions progressedEnsuring that improvement initiatives identified in service reviews are acted on and progress reports are provided to customersReviewing service scope, SLAs, OLAs and other agreements on a regular basis, ideally at least annuallyEnsuring that all changes are assessed for their impact on service levels, including SLAs, OLAs and underpinning contracts, including attendance at change advisory board (CAB) meetings if appropriateIdentifying all customers and other key stakeholders to involve in SLR, SLA and OLA negotiations