IT Service Management Lead

IT Service Management Lead Required Technical Skill Set Service Management Office Lead

Must-Have At least 10 years of providing service governance over technology operations vendor support teams, across portfolio of technology systems o Perform monthly validation of SLA compliance reports for technology operations vendor support teams. o Perform service level reporting around SLA compliance to customer management on a monthly and quarterly basis. o Determine service credits due to lapses in service delivery by technology operations vendor support teams. o Attend, review minutes and action items reported by technology operations support teams on weekly, month and quarterly service governance meetings Perform regular governance status review and ensure close follow-up actions, covering SLAs, KPIs, corrective and preventive actions, incident trends and analysis, major incident management, problem root cause analysis on recurring incidents, resource management, release management, service requests analysis, service level reporting, security compliance, etc. Manage service delivery issues and risks across portfolio of in-scope systems and managed services Perform quality management and standardization over portfolio of managed services, including SLA and KPI compliance. Manage service delivery and quality lapses with clear action plans and mitigation options Ensure process alignment and governance across respective technology operations vendor support teams Responsible for IT asset management, service transition and service disengagement processes across respective technology operations vendor support teams Provide regular service level reporting to relevant internal and business stakeholders Manage senior leadership meetings and Steering Committee meetings, covering SLAs, KPIs, incident trends and analysis, major incident analysis, security

Good-to-Have

Experience in Healthcare industry Proven ability to build and manage relationships in a matrix environment Strong organizational skills; ability to manage multiple projects with competing demands for resources

SN Responsibility of / Expectations from the Role

1 Champion and drive the ITSM processes especially Incident Management, Problem, and change across the multivendor organization and ensure that optimum customer service is obtained. 2 Providing regular reporting and metrics covering Incident Management performance for key stakeholders, suppliers, and staff 3 Responding to all input regarding unplanned service interruptions from customers and internal IT 4 Ensuring adherence to priority based management based on impact + urgency 5 Responsible for the oversight and direction of the Incident Coordination team. Ensuring timely response to major incidents, the proper documentation of those incidents, and timely resolution of the incident leveraging resources from throughout the IT organization. 6 Orchestrate the daily internally facing and externally facing Major Incident Review meetings. Provides direction as needed to improve the effectiveness of these meetings