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