Information Technology Service Manager Job in Unusual Hire
Information Technology Service Manager
Unusual Hire
4+ weeks ago
- Bengaluru, Bangalore Urban, Karnataka
- Not Disclosed
- Full-time
- Permanent
Job Summary
Job roles & responsibilities:
- Establishing and maintaining a constructive relationship between the service provider and the customer based on understanding the customer and their business drivers
- Identifying changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided
- Establishing and articulating business requirements for new services or changes to existing services
- Ensuring that the current and future service level requirements (service warranty) of customers are identified, understood and documented in SLA (Service Level Agreement) and service level requirements (SLR) documents
- Negotiating and agreeing levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAs
- Negotiating and agreeing OLAs (Operational Level Agreements) and, in some cases, other SLAs and agreements that underpin the SLAs with the customers of the service
- Ensuring that targets agreed within underpinning contracts are aligned with SLA and SLR targets
- Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence
- Ensuring that service performance reviews are scheduled, carried out with customers regularly and documented, with agreed actions progressed
- Reviewing service scope, SLAs, OLAs and other agreements on a regular basis, ideally at least annually
- Ensuring that all changes are assessed for their impact on service levels, including SLAs, OLAs and underpinning contracts, including attendance at change advisory board (CAB) meetings if appropriate
- Identifying all customers and other key stakeholders to involve in SLR, SLA and OLA negotiations
- Managing customer complaints including their recording, management, escalation (where necessary) and resolution
Essential qualification:
- S. degree in Computer Science, Software Engineering, Electrical Engineering, Applied Mathematics or related field of study.
- 1-3 years of experience developing, delivering, and/or supporting data engineering, advanced analytics or business intelligence solutions
- Strong mathematics background, analytical, problem solving, and organizational skills
Experience Required :
1 to 3 Year
Vacancy :
2 - 4 Hires
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