Service Delivery manager/ Services Manager - GIS

Location: Fort Worth, Texas
Posted On: 8/8/2017
Job Code: 2488_SM_TX
Job Description
• Manages the service or service portfolio offered to customers. (Leads decisions to add, freeze, modify or discontinue the service or services within the tower.)
• Manages processes and resources delivering the service, responsible for overseeing the service delivery team, ensuring the coordination of this team in overall planning activities, service delivery and issue resolution.
• Ensures across all divisions within Company that all supporting components of the service, including any associated SLAs, OLAs and UCs are aligned and managed as an integrated service.
• Support the continuous improvement, cost reduction and performance of the services.
• Support budgeting and resource allocation for the service(s) for which he/she is belongs to.
• Periodically monitors and reviews performance against the SLA/OLA service and/or portfolio.
• Plans and negotiates with SDMs and relevant SIM's to establish the overall service(s) and the associated characteristics of service(s) needed.
• Support the collaboration with the IT Financial Manager to establish and update the services pricing strategy.
• Collaborates with the Sourcing Organization on supplier management and establishes/reviews/approves key contracts with external service providers, as needed
• Negotiates key SLAs/OLAs, as needed and gets them approved
• Establishes/Updates/Approves the Service Catalog entries, as needed.
• May oversee (or chair a committee that oversees) continuous service improvement initiatives associated with ITIL core processes.
• Contributes and collaborates with GIS service lines and organizations, in order to maximize business value creation of products and services delivered.
• Ensure effectiveness of completed remediation and/or completion of ongoing remediation.
• Adhere to GIS IGM Control Framework and processes to increase quality and ensure IT compliance
Category:IT  code:new
Job Requirements
• Strategic alignment of services with business and IT strategy. Deliver to agree upon SLAs for all Divisions
• Operational excellence: measurement through BSC / KPIs and customer satisfaction surveys.
• Closeness / integration with business function: be personally accepted by business management.
• Achievement of agreed targets in terms of quality, time and cost.
• Achievement of service levels corresponding to industry best practice (price/performance etc.)
• Achievement of modern technology and operations concepts according to industry best practice

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Contact Details
Abhishek Rajoriya