Lead-Service Management(IT Service Mgmt)_2769

Overall Objectives of Job

• Primary point of contact for IT service levels and issues for customer
• Responsible for IT Safeguard functions like DPRA, ARS, TPRM Pen testing, AMP, various OE specific statuary audits

• Communicate service interruption, root cause analysis, action plans, capacity/performance trend analysis and issues to agreed business contacts as per defined process
• Reporting in IT Governance Status Meetings (Summary of Problem, Incident/RCA, Change, Service Request, Service Level Metrics, IT Security Management / Audit Readiness, vulnerability & toxicity management, Contract Mgmt., Financial Mgmt., IT Operational Trending Analysis, etc.) ensuring IT Service Delivery is meeting business requirements
• Creating / Updating Account IT Service Delivery Management Wiki (including all diagrams and process documentation obtained from Transition)
• Responds to client IT requirements as specified in the contract or IT SOA
• From Account perspective, manages matrix of resources and coordinates with client and 3rd Party IT resources to deliver IT services and solutions to support the client organization.
• Owns quality of IT service provided by the IT delivery organization and responsible for tracking and reporting on service level performance.
• Internal and External Vendor management
• Monitor and ensure SLAs are met, issues escalated and prioritized.
• Monitor and feedback on the effectiveness of services provided by both internal and external vendor meeting business needs.
• Establish Service Improvement and Analytics
• Engage with Delivery team and stakeholders to establish service continuity management and disaster recovery plan management
• Good Understanding of Infra & IT Change/Problem/Incident /Risk management etc.

Qualification, Experience, Technical and Functional Skills

 

• University degree in Computer Science, Management Information Systems or related
• Recommended to have 10+ years of relevant experience in IT operations with relevant experience in Service Management
• Experience in ServiceNow preferred, additional experience in Service Now CMDB is desirable
• Technical knowledge of on-premises (data centers, virtualization, hyper-converge, security) and cloud ecosystems
• Exposure to
  • Working in multi-national teams and across countries and cultures to achieve solutions
  • Setting up OR managing global service delivery in a multinational organization
  • Knowledge of escalation procedures, incident management, and other disciplines related to service delivery
  • Working with teams with internal/external suppliers in a multi-suppliers setup.
• PMP /PRINCE2, ITIL Certification
• A track record of Independent worker but a team-player; self-starter; business-minded; pragmatic; result-oriented with a 'can-do' attitude
• Ability to deliver high-quality results; and takes ownership of initiatives.
• Engaging personality who is able to build and maintain good working relationships and strong professional presence

Skills/Specific Tasks/Activities performed

Technical

• Strong technical competencies resulting from previous working experience at expert level within an IT Service Management or support environment.
• Technical knowledge of on-premises (data centers, virtualization, hyper-converge, security), cloud ecosystems and basic network technologies
• Experience in ServiceNow and Service Now Configuration management, JIRA and Confluence
• Microsoft Office knowledge (Word, Excel, Project, Powerpoint,…)
• Basic knowledge about business applications /services in multiple domains.

 

Functional / Domain

• Service Management
  • Ensures contractual service support requirements are understood and managed.
  • Initiate risk assessment of applications as per Allianz Risk Assessment process and align with regulatory teams to get the assessment done
  • Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness.
  • Ensure implementation of designed standards/procedures where applicable
  • Maintain process documents and aids service delivery with improvements to existing Plans, Processes, and Work Procedures
• Incident Management
  • Maintain and uphold incident management policies and procedures in accordance with ITIL processes.
  • Ensures effective communication and coordination of problem-solving efforts between support teams, account teams and customers.
  • Generate weekly reports on all open incident tickets and show non-compliant tickets and action items for escalation to management.
  • Collaborate with key stakeholders and program teams in compiling, analyzing and interpreting data.
• Change Management:
  • Process and coordinate change across all environments - Plan, schedule, co-ordinate and manage end-to-end movement of all changes through the development lifecycle to the live environment.
  • Act as a main point of contact for change communication ensuring that all stakeholders are aware of the high level and product-specific planning, scheduling coordination and communication of changes.
  • Identify potential risks and conflicts prior to a deployment and ensure that all necessary checks are carried out before approval is given to the deployment teams.
  • Ensuring that key stakeholders are kept informed through the service and change lifecycle and that expectations are managed
  • Reporting to operations leadership on change trends and events within the organization that will impact the business operations.
• Problem Management:

• • Maintains inventory of problems under analysis and their current progress and status.
  • Ensures production-raised Problem Records are communicated to Clients/Client Teams as appropriate.
  • Attends/Runs review meetings to drive completion and provide status on problem resolution.
  • Produces Problem Management reports.

Reviews trend analysis to conduct Proactive Problem Management and eliminate reoccurring issues

A fundamental grasp of AI tools will be an added benefit.