Service Manager

Service Manager

Experience in setting up Incident, Problem Change processes. Understanding of Map Gap of processes between two organizations and setup a unified process. Has operational know how of executing this process. Must be an ITIL certified with strong process governance background. Strong stake holder management. Strong negotiation skills as the role requires to derive and implement a win win process and execution between three organization. Good understanding of SLA framework and establish internal OLAs for the team. Should have experience of transition lifecycle of processes right from Design to execute to handover to operations. NOTE: To ensure successful initiation, planning, execution, control and completion of the project by guiding team members on technical aspects, conducting reviews of technical documents and artefacts. Lead project development, production support and maintenance activities. Fill and ensure timesheets are completed, as is the invoicing process, on or before the deadline. Lead the customer interface for the project on an everyday basis, proactively addressing any issues before they are escalated. Create functional and technical specification documents. Track open tickets/ incidents in queue and allocate tickets to resources and ensure that the tickets are closed within the deadlines. Ensure that all in the delivery team, including self, are constantly thinking of ways to do things faster, better or in a more economic manner. Lead and ensure project is in compliance with Software Quality Processes and within timelines. Review functional and technical specification documents. Serve as the single point of contact for the team to the project stakeholders. Promote team work, motivate, mentor and develop subordinates. Provide application production support as per process/RACI (Responsible, Accountable, Consulted and Informed) Matrix.