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Flat reporting structure, nice atmosphere, career follow-up and training for the personal development of their consultants.
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SME, existing since 8 years, continuous business growth and working in an interesting niche market (infrastructure managed services, application maintenance outsourcing).
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Purpose of the Service Management
Service Management is managing the quality and quantity of delivered IT services according to a written agreement or objectives between the users and the IT department.
The agreement defines the responsibilities placed on these two parties.
It binds the IT department to offer an agreed quality of service so long as the users constraindemands they place upon a service within agreed limits.
Scope:
The quality of service is defined with respect to availability, reliability, capacity and performance, contingency, securityand the levels of support provided to the user community.
The quality of service is determined in terms of the minimum acceptable level of delivered satisfactorily functionality. Quantity is defined by through put and scheduled hours.
Activities:
· assists the business management to establish SLA- SLO:
o business alignment
o service management
o communication IT users
o service volume forecast
o updates ofthe requested services
o conglomerate the new service requests
o set the accordance of the SLA and the real needs.
· helps to specify anduse tools
· prepare all documentations, procedures, information, training for the new SLA definitions
· broadcasting of information about SLA changes
· create and Update the service catalogue (standard and specific services, with description)
· broadcast information about the service catalogue
· organize, document and report follow-up meeting if exists in the SLA
· maintaining of the service levels due to operational changes, or due to changes in the nature of number of customers
· review of the SLA ´s,SLO ´s
· define the service level quality plan
o measures the quality, reports, and propose improvement programs
o measures the users satisfaction
o performance management for the processes, IT teams and external suppliers
· define service improvement plan on a formal way (i.e. documentation)
o actions for service improvement
o both proactive and reactive on technical, processes and procedure level
o set quick wins in accordance with both parts (IT, users)
o broadcast info and training, and support the communications channels ( such as intranet, infoboxes, FAQ´s)
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Professional skills of the person:
· understanding the SLM process
· able to manage, review and negotiate Service Levels
· client minded
· having the spirit to enhance continuity of the business
· the competence to communicate with an intelligent user community
· methodic
· communicator
· multilingual French, Dutch, English, and understanding/speaking elementary German
· understanding the business objectives
· able to react on three levels: technology, organizational and processes
· understanding the internal processes, able to execute them
· setting priorities |
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