Team Lead/Senior Manager/GM - IT Service Management - ITIL/PMP - Manufacturing

Required : ITIL Certification, PMP Certification

- Establish policy and standards framework for all aspects of the design, delivery and management

- Monitoring and reporting of actual service levels compared with the targets set in service level agreements (SLAs)

- Creation and maintenance of Service Catalog, cost effective service level agreements are negotiated and signed

- Accurate and timely reports on actual service levels achieved compared with the targets set in SLAs.

- Significant failures to meet target brought to the attention of problem management and management

- Interact regularly with service providers and service owners to review and improve performance against SLA

- Together with service provider and service owners, undertake major reviews of SLAs

- Control, change and distribution of quality standards.

- Provide guidance on development, documentation of IT procedures,

- Provide guidance on the interpretation of relevant quality standards and ensure compliance against new or amended quality standards

- Investigate quality related issues in projects and service delivery

- Assist in the scheduling of external quality audits, guiding external auditors, and with the coordination of corrective action following an external audit

- Coordinates and facilitates process improvement teams

ITSM role, which majorly focus on this experience :

- Creation and maintenance of Service Catalog, cost effective service level agreements are negotiated and signed

- Service design (service continuity process documents)

- Service transition

- Incident-Problem-Change Management

- Leading Process Improvements

Looking for a person who has been involved in defining SLAs for delivery and has seen sustenance phase of ITSM also.