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 certification
Ensure that appropriate service levels, KPIs and controls are in place and are delivered and regularly reported in a process driven fashion
Manage the relationship between ICT and the business, ensuring high levels of customer satisfaction and chair regular review meetings
Manage 3rd party vendors and suppliers that provide ICT services to CRDB bank
Define, drive and implement service improvement plans with customers and 3rd parties
Manage 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 services
Ensure cost effective and quality approach towards end-to-end delivery of ICT services.
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