Assist in ensuring continuity of best practice service level management processes, executed by IT service delivery staff, as required. Maintain a database of existing services offered and received by the IT division.
Gather information necessary for service performance evaluation against SLAs. Assist in reviewing service performance against agreed SLAs and OLAs.
Participate in regular service level review process with both the customer and IT service providers and document decisions.
Assist in preparing regular reports on service performance and achievements of the customer & IT provider.
Develop faults/problem trend analysis and prepare service improvement plans to address identified gaps.
Research new technologies and approaches to meeting and exceeding customer needs.
Maintain the change management database and process documentation.
Assist in managing relationships with vendors providing services to the end users. Attend team/divisional/departmental meetings as required.
Prepare/compile agreed periodic activity and performance reports for the attention of the SM ITG.
Perform any other duties as assigned by the SM IT Governance.