1. Service delivery:
A. Contribute directly to the strategy, development and quality of IT Service.
Management and the Company’s service delivery capability. Instil service orientation.
And ITSM awareness.
B. Ensure that client-committed SLA’s and deliverables are being consistently met.
C. Ensure that all client-generated as well as monitoring-tool-generated tickets are.
Promptly logged, assigned and followed through till closure.
D. Flag recurring service requests for problem management and root cause analysis.
E. Introduce efficiencies in services delivery by ensuring a high percentage of First Call.
Resolutions.
F. Identify tickets where services were not delivered to a high standard and discuss the.
Same with management.
G. Identify training needs for the service delivery team and initiate a training schedule.
(Tech and soft skills)
H. Create, monitor, and report on a comprehensive set of metrics and KPIs based on.
The IT service deliverables and the agreements above.
I. Develop both short and long term service and process goals and maturity levels to.
Be achieved over the specified time period.
J. Work within the management structure to provide thought leadership on ITSM and.
ITIL process development, the current position, roadmap and strategic direction.
K. Create daily, weekly, monthly and quarterly reports (internal and client-facing).
2. Customer experience and communication :
A. Initiate a two-way communication channel with clients and keep them updated with.
The status of their requests.
B. Organize and lead periodic client service review meetings covering performance,
Service improvements, quality and processes.
C. Conduct regular client feedback surveys to ensure satisfaction with the quality of.
Services delivered.
D. Discuss any critical feedback or complaints with management and identify potential.
Solutions.
3. Certifications :
A. You will be expected to constantly upgrade your skills by means of achieving relevant.
Certifications such as ITIL V3, CMMI, PMP etc.
4. Performance indicators :
A. High client satisfaction ratings.
B. All incidents dealt within agreed SLA’s.
C. Skills within the service delivery team sufficient to meet business demands.
D. Efficiencies in service delivery by technicians.
E. Service delivery standards are effectively implemented and maintained.