Develop collaborative cross-functional working relationships with all Business units and serve as a business relationship linkage at all level including Senior Management
The incumbent is responsible for ensuring that customer’s need is satisfied
Responsibilities and Experience
Impact on business
Agree with business units on technology Service level requirements
Agree with internal business support unit on Operational Level Agreements
Relate with Business units to ascertain performance levels of Services from a Customer and Users perspective.
Understand the changing business needs and determine levels of Service required to support the business.
Translate Strategic, Tactical and Operational objectives of business units to Service Level Agreements / Technology deliverables
Customers, supplier and third parties
Ensure Underpinning contract support technology Service Level Agreements
Conduct Customer Satisfaction Surveys and report on user’s experience of Services
Development and maintenance of technology vendor, supplier and contract database
Leadership and teamwork
Drive the drafting, implementing and monitoring of Service improvement plans
Attend regular technology and business governance meetings
Deliver a Service mentality’ and collaboration approach’ in relationships between technology and business units.
Facilitates and leads the planning and execution of business change management systems through the use of technology
Actively adheres to and enforce compliance and risk management policies, and participates in business continuity planning
Innovation and change
Manage and oversee a well-documented auditable processes that assures quality of service and maximise delivery capability
Leads in identifying, assessing and promoting the use of existent and innovative technologies for increased productivity or new capabilities for the business
Influence existing market standards, processes and procedures and facilitate the generation of ideas from the team members.
Performs research, and investigates potential solutions for internal client groups and communicates solution recommendations that support business requirementsProvide clear communication through workshops, presentations and (or) other informal sessions to stakeholders on service issues and their resolutionsMonitor and Report on technology Service Level Performance / AchievementsWorks to communicate and understand concerns related to technology alignment across
Strong technological background, with BSc qualification in Computer Science, Engineering, Telecommunications or equivalentITIL Foundation Certificate, Practitioner in Service Level Management will be an added advantage2 years’ experience in an area of specialization;
with experience working with othersSolid understanding and technical expertise in a broad range application and technical architecture components (applications / OS, database, network)Experience in technology Service support and Delivery ExperienceExperience in Service Level Management ExperienceDemonstrate thorough knowledge of procedures and customer related processes