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Description:

Typically:
• Service Management is an owner of ITSO contracts with key Infrastructure Service Providers and Application Suppliers. They ensure that services provided by third parties are secure and reliable while exercising contractual clauses to ensure key KPIs (e.g. Critical Service Levels, Key Measures) are upheld.
• The Service Manager acts as the escalation point between Business IT and 3rd party provided for any deterioration in service levels. Further, with the advent of cloud-based infrastructure services, service managers are increasingly responsible to manage vendor operations teams to ensure appropriate management and change to the infrastructure services provided to the end user organisation. Provides advanced level of input concerning assigned scope of work. Is required to quickly debug and resolve critical issues.
• Has frequent exposure to / interaction with senior levels of business leadership (EC-2 and EC-3).
• Works independently under minimal managerial supervision. Delivers the work as assigned, applying the work procedures, frameworks. Guidance provided for those tasks where there are limited precedents available.

This job profile contains generic information and does not describe individual positions or required job competencies. Grading decisions will also depend on other factors.