du poste :
Ensures that incidents and problems are classified, prioritized, resourced, remedied and that preventative measures are taken to avoid reoccurrence
Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented.
Performs as the initial point of contact for internal customers/partners/vendors requiring assistance in resolving problems, working under the general direction of the Service Delivery Manager
Partners with Directors of Technical Delivery to drive continuous improvements in operational quality and performance
May be required to undertake people management responsibilities for up to 10 team members.
Monitors, controls and reports Service Delivery expenditure throughout the incident management life cycle
Central point of contact for business/development groups or vendors requiring assistance in resolving problems
Monitors problem, change and incident queues, enforcing compliance with capability, root cause analysis and change quality targets
Directs Service Delivery resources in the resolution/prevention of problems where necessary. Prevention includes ensuring the proper performance monitors are in place for critical applications.
Monitors the quality of any vendor service delivery resources by reporting on any trends, issues and achievements and escalating where appropriate
Ensures vendors meet the metric targets for problem resolution and addressing issues.
Provides feedback into vendor contract review process
Facilitates the use of technical subject matter expert capability to promote design of technical solutions/improvements
Delivers ITIL (Information Technology Infrastructure Library) compliance process conformance for incident, problem and change management
Manage day to day operations for personalized, high touch support program of wide range of activities with varying scope and complexity including tracking metric, weekly and/or adhoc reporting, workload tracking and track and document all “Passive & Detractor” surveys
Manage local relationship support internal and external partners and support event operations related to the program (mobile/popup).
Provide oversight for local staffing, training and on-boarding
Work as liaison with the business as appropriate and coordinate local market rollout
Manage local relationship support internal and external partners and support event operations related to the program (mobile/popup), work as liaison with the business as appropriate and coordinate local market rollout, be proficient in end user computing support including but not limited to Windows 7/8, Microsoft Exchange/Lync/SharePoint, support of mobile devices including blackberry, ios, android, understanding of PC troubleshooting, Active Directory, Live Meeting, PGP/Voltage Encryption
This role may be subject to additional background verification checks
Typically holds a Bachelor's Degree in Computer Science, Information Systems, or other related field (or has the equivalent work experience).
Prior relevant IT work experience including systems development activity.
Requires knowledge across multiple business and technical environments, covering a large range of business functions and capabilities.
Requires financial acumen in terms of monitoring, controlling and reporting budget expenditure
Excellent customer service skills & good communication
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