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حالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكترونيحالة تأهب وظيفة
سيتم تحديثك بأحدث تنبيهات الوظائف عبر البريد الإلكترونيJob Role: Mcon Technology & Engineering
Reporting to the service Excellence Manager the Service Oversight
Specialist plays a critical role in driving efficiency productivity and
continuous improvement within the IT Service Center and the broader
IT organization.
This role is pivotal in identifying and implementing process
optimization and automation opportunities ensuring that operations
are streamlined and manual efforts are minimized. The Service
Oversight Specialist is responsible for identifying training and
upskilling needs ensuring that staff are wellequipped with the latest
technologies and best practices.
The Service Oversight Specialist develops and maintains a
comprehensive efficiency and productivity roadmap collaborates
closely with Application Management Services and delivery teams to
align on strategic initiatives and holds these teams accountable for
delivering measurable outcomes. This role also provides expert
advisory services to support services teams helping them operate in
a costeffective manner while maintaining high service quality.
Additionally the Service Oversight Specialist identifies opportunities
to reinvest savings from efficiency gains into further automation and
innovation thus fostering a culture of continuous improvement. By
monitoring and reporting on the effectiveness of these initiatives the
Specialist ensures that all efforts comply with organizational policies
and industry standards ultimately enhancing the overall operational
excellence of the IT organization.
Key
Responsibilities
†
As the Service Oversight Specialist they will:
Continuous Process Optimization and Automation:
Identify opportunities and implement solutions for continuous
service improvement process optimization and automation to
enhance efficiency and reduce manual efforts across the IT
Service Center and delivery teams. Develop strategies to
streamline operations eliminate redundancies and enhance
productivity. Ensure these initiatives are effectively integrated
into the daily operations leading to sustained improvements
and cost savings.
Training and Upskilling: In collaboration with the IT
Transformation Office and Emerging Technologies &
Enterprise Architecture teams identify training and upskilling
needs for staff to ensure they are updated with the latest
technologies best practices and industry trends. Foster a
culture of continuous learning and development to enhance
team capabilities and performance.
Efficiency and Productivity Roadmap: Develop and
maintain a yearonyear efficiency and productivity roadmap
outlining key initiatives and milestones to achieve desired
savings impact and outcomes. Monitor progress against this
roadmap and make necessary adjustments to ensure targets
are met.
Alignment with AMS and Delivery Teams: Collaborate
closely with Application Maintenance and Support (AMS) and
delivery teams to ensure alignment on efficiency and
productivity roadmaps. Hold these teams accountable and
help them delivering the necessary efficiencies savings and
productivity gains.
Advisory Services to Support Services Team: Provide
expert advisory services to the support services team
enabling them to operate in the most costeffective manner.
Support the team in maintaining a lean and rationalized
structure while ensuring high service quality and operational
efficiency.
Reinvestment Opportunities: Identify opportunities to
reinvest savings from efficiencies gained into automation and
innovation streams. Propose and implement projects that
leverage these savings to further enhance IT capabilities and
service delivery.
Collaboration with Stakeholders: under the guidance of the
Service Excellence manager engage with key stakeholders
including IT leadership business units and external partners
to align on strategic objectives and ensure the successful
implementation of optimization initiatives. Maintain open lines
of communication to gather feedback and drive continuous
improvement.
Monitoring and Reporting: Establish metrics and KPIs to
monitor the effectiveness of optimization and automation
initiatives. Regularly report on progress outcomes and areas
for improvement to the Service Excellence Manager senior
management and other relevant stakeholders.
Compliance and Best Practices: Ensure all optimization and
automation efforts comply with organizational policies
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industry standards and best practices. Advocate for and
implement improvements that enhance security data integrity
and overall operational excellence.
Subject to change by the Executive Director at any time at their sole
discretion.
Key Metrics ‡
Efficiency Improvement: Percentage reduction in manual
processes and tasks. Number of process automation
initiatives implemented.
Productivity Gains: Increase in productivity metrics across
teams within the IT Service Center with an initial focus on
AMS services. Amount of time saved through process
optimizations and automation.
Cost Savings: Total cost savings achieved through efficiency
and productivity improvements as per the IT Service Center
Business Case proposal. Reinvestment rate of savings into
automation and innovation projects.
Training and Upskilling: Number of Solution Delivery staff
trained and upskilled in the latest technologies and best
practices to drive efficiencies and productivity gains.
Continuous Improvement: Number of continuous
improvement initiatives identified and implemented.
Measurable impact of continuous improvement initiatives on
operational performance.
Advisory Effectiveness: Success rate of advisory
recommendations implemented by support services teams.
Improvement in operational metrics of support services teams
following advisory interventions.
Compliance and Standards: Adherence to organizational
policies and industry standards in all improvement initiatives.
Frequency and severity of compliance issues reported.
Stakeholder Satisfaction: Satisfaction levels of internal
stakeholders with the services and support provided. Number
of positive feedback instances from business and IT partners.
Innovation and Automation: Number of innovative solutions
and automation projects initiated and completed. Impact of
new innovations on the overall efficiency and effectiveness of
IT operations.
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