Service Manager

1 day left

Location
Belgium (BE)
Salary
Contract daily rate negotiable
Posted
19 Sep 2017
Closes
17 Oct 2017
Ref
JG/216
Clearance Level
NATO, SC
Sector
Defence
Job Type
Contract

Skills, knowledge, experience required
IT Service Management -Problem Manager
•Minimum 2 years experience with the resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritisation and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents. (SFIA V6 PBMG Level 4)
•Qualified to ITIL Foundation and with a good knowledge of Service Management practices, has experience in negotiating roles associated with typical customer-provider organisation.
•Strong and effective communicator with ability to provide presentations, reports and concept papers.

Duties/role
The problem manager initiates and monitors actions to investigate and resolve problems in systems, processes  and  services.  Determines  problem  fixes/remedies.  Assists  with  the  implementation  of agreed remedies and preventative measures. (SFIA V6 PBMG Level 4)
•Responsible to the Section Head for the tracking and managing all problems throughout their lifecycle.
•Ensures problems are dispatched and tracked to the correct functional resolver group/s.
•Arranges SME meetings as and when required to assist in RCA and final resolution and report.
•Assist in the drafting of RCA reports to the Customer
•Builds a rapport and liaises with NCI Agency resolver groups to resolve problems within agreed targets
•Escalate problems to the Section Head and Service Owners when resolution and fulfilment targets are exceeded.

•Carries out proactive problem management by inspecting incident and event management reports.
•Provides guidance and support to staff on the execution of problem management.
•Assists  in  the  alignment  and  maintenance  of  the  service  management  toolset  module  to support problem management and associated KEDB and workarounds
•Ensuring that known errors and workarounds are available and communicated, allowing the Operations Centre and specialists to react appropriately in response to an incident.
•Reports all conflict and disagreement immediately to the Section Head.
•Reports on resolver group breaches of process and procedure to the Section Head.

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