IT Job Description Service Delivery Manager *** FREE *** JD0039 (3 pages)

IT Job Description Service Delivery Manager *** FREE *** JD0039 (3 pages)

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Product Code: JD0039
Price: $US 0.00

This role is responsible for ensuring that services as defined in the SS Services Portfolio are being delivered at the operational level to meet the required business outcomes. This includes taking the end to end view of SS services and seeking to be proactive in the continuous improvement of service delivery.

As services are managed on an end to end basis, the Service Delivery Manager is responsible for:-

Understanding the business outcomes required from SS services

  • Assisting the Account Management team in establishing service agreements
  • Translating service agreements into internal operational level agreements (or equivalent)
  • Monitoring and reporting on service performance
  • Contributing to remediation of service failure and continuous improvement of delivery

On a day-to-day basis, the role will undertake:

Champion of ITIL Support processes and their integration

  • Escalation point for both Operations staff and the Account Managers in relation to ITIL Support processes for existing production (not an escalation point for new capability)
  • Customer focus for issue with existing production (not for project development)
  • Defining metrics for operational performance reporting
  • QA of output from ITIL processes



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