Description
* Measure and continuously improve the service delivery processes in both quality and value with a view to increasing customer satisfaction.
* Ensure maximum consistency and efficiency across our service delivery functions.
* Support all IT technology teams for Incident management first, second and third line.
* Manage third party suppliers to ensure measurable quality, value and customer satisfaction in line with contractual support & maintenance agreements.
* Engage with and manage appropriately the relationships, processes and deliverables to and from the IT PMO through a combination of SLAs, KPIs, relationships and processes.
This is a challenging role requiring Broad IT technical aptitude and knowledge, business analysis skills and good communication across all levels of the business.
Responsibilities
* Day-to- day management and service delivery of agreed IT Services including service level management, analysis, and reporting.
* Management of the business relationship for day-to-day IT delivery and scheduling of IT resources to provide first and second line support.
* Management & engagement with 3rd party suppliers to resolve incidents, identify service improvements and deliver cost effectiveness, quality, and value.
* Delivery of a model for IT Service Delivery that will constantly monitor, analyse, plan and operate IT Services to ensure continuous improvement.
* Monitoring of compliance to service levels and ensuring that agreed service level objectives are met for all services – and that any performance gaps are addressed by liaising or influencing with other IT teams
* Management of speedy resolution of all service failures in order to minimise operational disruption and potential revenue loss for the business
* Support the Demand process for new business requests.
* Participate in 'on call' IT service delivery manager role across the airports.
* Participate in outside business hours' assignments for the deployment of changes to production systems where required
* Participate in DRP and BCG groups – including scheduling, supervision, and reporting on tests.
* Providing leadership / mentoring across all areas of the local IT teams ensuring resources, capabilities and capacity are in place to meet both existing and new business demand (training, succession planning etc.).
* Contributing to the design, delivery and ongoing management/maintenance of an effective end-to-end monitoring operations centre for IT services
* Provision of skilled problem management analysis & support including delivery of root cause analyses and implementation of corrective action plans.
* Liaison with the DAA IT PMO to support the transition and implementation of new business applications.
* Ensuring that IT standards, security and compliance policies are adhered to.
* Lead and provide input into the technology plan & lifecycle upgrades for cloud solutions and corporate IT.
* Implementing ITIL v4 industry standard processes
* Produce documented processes and relevant support documentation to ensure effective and efficient work practices and meet audit standards
* Escalation liaison with other technical teams for problem / analysis / resolution
Qualifications
Experience
* Strong working knowledge of ITIL practices in relation to incident management, request management, problem management, change control and continual service improvement
* Proven experience of contract negotiation and supplier management; experience of successfully integrating business and operational requirements into supplier relationships
* Thorough understanding of daa business and market sector and able to use that knowledge to anticipate how future services offers need to evolve to meet business requirements
Skills
* Strong customer and business focus
* Broad IT Technical Aptitude and Knowledge
* Strong business analysis & process mapping
* Strong communicator at all levels
* Takes ownership for delivering on promises
* Takes a flexible approach to their work, and will go the extra mile as required
* Keeps abreast of what is happening in their own area
* Reviews own work methods with a view to improving
* Results focussed – able to determine the priorities and to deliver on them under pressure.
Education & Qualifications
* ITIL V3 Expert level
* ITIL V4 certifications