CG Quản Trị Dịch Vụ Cung Ứng (ITSM)

1. POSITION OBJECTIVES

• Rollout and the overall management of end-to-end Service Management best practice policies, processes, and procedures to enhance the control and maturity of TNEX’s IT Service Delivery

• Responsible for the overall transition of new or changed services into BAU

• Ensure Service Management processes are fit for purpose, ensuring an efficient and effective driven approach and continuous service improvement in IT service delivery

2. KEY RESPONSIBILITIES

• Design, deliver and manage the Service Introduction, Design & Transition processes, and the overall governance, ensuring these are communicated and followed throughout the IT function and the business

• Lead Service Reviews with business stakeholders and key suppliers/partners

• Create & manage the service delivery service improvement plan, managing priorities, risks, and issues to deliver the target operating model within the agreed timeline working with the Head of Service Delivery

• Design and support the Problem Management processes by ensuring that the root cause analysis is conducted, delivering actions to a conclusion in a priority and time drive approach, incl. risk management and development of KPI’s

• Responsible for ITIL Service Management toolset to ensure ROI and drive continuous improvements through automation and analytics

• Ensure that CAB is effective and efficient

• Ensure fit for purpose Release Management processes and procedures, liaising with all stakeholders in timely communications and the management of risks and issues

• Ensure appropriate risks and issues are escalated in a swift manner to the TNEX BOM

• Adhere to TNEX’s Risk Management policy and procedures, including reporting of incidents or breaches

A. Qualifications

• Background from ITIL Service Management

• Excellent communication skills – collaborative approach

• Excellent negotiation and relationship management skills

• A good level of English is required

B. Experience

• A strong background leading a Service Management capability with a minimum of 5 years’ Service Management experience

C. Knowledge

• An In-depth understanding of Service Design & Transition, Major Incident Management, Problem, Change & Release Management, Disaster Recovery & Continuous Service Improvement Management

• Excellent understanding of project & service management delivery methodology, frameworks, and best practices

• Passionate about continuous service improvement and delivering results