Key skills and responsibilities include,
.
*Ensure service levels are clear, agreed, comprehensive and backed off against any end customer contractual SLAs
*Ensure agreed service levels are met with our internal customer
*Providing a full suite of service reporting to key internal customer stakeholders
*Track, ensure accuracy and report trended performance against agreed service levels
*Track and report progress of service improvement plans, major issue resolutions and production of root cause analysis
*Act as a point of escalation within our processes for projects, business as usual tickets and major issues
*Is a champion of providing good service to our customers
*Work with the squads to ensure support processes are robust and link across squads
In order to be considered for the role I am looking for candidates who have,
*Minimum of 3 years working in a similar type role
*ITIL processes
*Experience working within cloud Infrastructure
*End to end project lifecycle experience
*Agile ways of working
*Excellent stakeholder management experience
*Experience of managing 3rd parties
*Excellent presentation skills
*Happy managing serious issues and escalations
*Experience of introducing new processes or concepts
If you would like to find out more, then please send across an updated CV at your earliest convenience
