Senior Manager Ict Service Delivery
Job Description
Implement service management best practices including policies, processes, service catalogue and service level agreements.Develop and implement service management strategy and roadmap including ISO 20000 certificationEnsure that appropriate service levels, KPIs and controls are in place and are delivered and regularly reported in a process driven fashionManage the relationship between ICT and the business, ensuring high levels of customer satisfaction and chair regular review meetingsManage 3rd party vendors and suppliers that provide ICT services to CRDB bankDefine, drive and implement service improvement plans with customers and 3rd partiesManage the service desk, change & release management, incident & problem management and configuration management processes, Drive IT quality assurance and business analysis as dictated by the business ,Help define transition methodology, operational acceptance criteria and other standards for implementation of new servicesEnsure cost effective and quality approach towards end-to-end delivery of ICT services.
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