Job Summary: 

• Primary point of contact and ownership for customer escalations and complaints.
• Develop and maintain strong relationships with senior stakeholders and internal customers.
• Drive a continual service improvement and service-oriented culture.
• Ensure adherence to and management of contractual obligations, including compliance reviews, security reviews, and SLA management.
• Proactively identify and progress service improvements for the benefit of the organization and its customers.
• Work and collaborate with senior stakeholders to initiate long-lasting change and deliver improvements.
• Conduct service reviews and provide reporting to customers on service performance, including reviews of technology performance (OKRs and KPIs).
• Support and manage competing priorities between service and project commitments.
• Onboard and manage valued cloud support customers.
• Monitor Service Credits due through performance monitoring.

Skills on Resume: 

• Escalation Management (Soft Skills)
• Stakeholder Relationships (Soft Skills)
• Service Improvement (Soft Skills)
• Contract Compliance (Hard Skills)
• Security and SLA (Hard Skills)
• Change Management (Soft Skills)
• Service Reporting (Hard Skills)
• Customer Onboarding (Hard Skills)

Job Summary: 

• Ensure the security-relevant content of IT architecture and consider information security and data protection during the design and implementation of solutions.
• Ensure that the GDPR is implemented and complied with.
• Contribute to the continuous improvement of regulations for data protection and information security.
• Ensure the necessary awareness and training in information security among employees and managers.
• Coordinate and accompany the implementation of inspections and audits.
• Conduct regular analyses of protection requirements, risks, and weaknesses and develop technical concepts and tests.
• Ensure effective delivery, service improvement, and cost reduction through continuous improvement.
• Develop recommendations to reduce delivery costs and improve service levels, especially through the use of CW to improve processes and workflows.
• Coordinate with the NOC team to identify recurring and global issues that could be prevented with automation.
• Ensure adherence to internal and customer policies and standards.

Skills on Resume: 

• Information Security (Hard Skills)
• Data Protection (Hard Skills)
• GDPR Compliance (Hard Skills)
• Security Awareness (Soft Skills)
• Audit Coordination (Hard Skills)
• Risk Analysis (Hard Skills)
• Service Improvement (Soft Skills)
• Process Automation (Hard Skills)

Job Summary: 

• Ensure prompt and correct adherence to agreed service processes and provide regular service level and management reporting.
• Ensure the quality of service provision and resolve all service tickets successfully to the satisfaction of all involved parties.
• Manage client accounts concerning contractual requirements.
• Deliver against client SLAs, specifically service availability and incident resolution.
• Monitor client satisfaction ratings, identify service gaps, and implement improvement plans.
• Forge and maintain excellent relations with internal and external clients.
• Contribute occasionally to business development, product development, client consultancy, or product implementation projects.
• Provide timely and accurate communication and reports to management, colleagues, and clients, including the appropriate escalation of issues.
• Produce and maintain service delivery documentation to accurately reflect service delivery and support processes.
• Use the provided software tools correctly in executing daily live services tasks, such as JIRA, Wikis, SharePoint, and knowledge bases.
• Use the provided support tracking tools effectively in the support process.
• Participate in and run internal and external stakeholder meetings related to supported services.

Skills on Resume: 

• Service Process Adherence (Hard Skills)
• Service Quality (Soft Skills)
• Account Management (Soft Skills)
• SLA Management (Hard Skills)
• Client Satisfaction (Soft Skills)
• Issue Escalation (Soft Skills)
• Service Documentation (Hard Skills)
• Tool Utilization (Hard Skills)

Job Summary: 

• Ensure continuous improvement and optimization of processes, sub-processes, and structures within service delivery.
• Manage service disruptions by applying both escalation and de-escalation strategies.
• Evaluate delivery performance and implement measures to enhance capabilities.
• Direct and coordinate operational processes to ensure effective delivery of services.
• Oversee service operations projects and design IT operations frameworks for long-term success.
• Engage in customer meetings, handle escalations, and maintain proactive communication in alignment with Operations Managers.
• Track and manage budgets as well as monthly expenditures linked to support and continuous improvement.
• Lead formal Monthly and Quarterly Service Review sessions with stakeholders.
• Produce regular reports that monitor agreed KPIs and performance against SLAs.
• Collaborate with IT Managers across the organization to strengthen service partnerships.
• Drive operational excellence by aligning resources, processes, and customer expectations.

Skills on Resume: 

• Process Optimization (Hard Skills)
• Escalation Management (Soft Skills)
• Performance Evaluation (Hard Skills)
• Operational Coordination (Soft Skills)
• Service Operations (Hard Skills)
• Customer Communication (Soft Skills)
• Budget Management (Hard Skills)
• KPI Reporting (Hard Skills)

Job Summary: 

• Lead and oversee a global support organization covering Service Desk, Desktop Support, Application Support, and Service Operations.
• Collaborate with business stakeholders to align IT services with their strategic goals and plans.
• Own the management of major incidents and serve as the escalation point for Technology and Operations.
• Ensure smooth transition of new or modified IT services by working with business change, IT projects, and stakeholders.
• Plan proactively for upcoming IT changes and project implementations.
• Contribute actively to IT Service Review meetings and related management processes.
• Guide and mentor staff by setting development plans that encourage progression and technical certification achievements.
• Manage critical service disruptions by executing major incident management responsibilities.
• Oversee IT Service Management functions, including Incident, Problem, and Escalation handling.
• Coordinate resourcing and arrange backfill to maintain service continuity.
• Promote best practices in IT service operations to ensure efficiency and stability.

Skills on Resume: 

• Global Support Leadership (Soft Skills)
• Stakeholder Collaboration (Soft Skills)
• Incident Management (Hard Skills)
• Service Transition (Hard Skills)
• IT Change Planning (Hard Skills)
• Staff Development (Soft Skills)
• Service Continuity (Hard Skills)
• IT Service Operations (Hard Skills)

Job Summary: 

• Manage all site-based IT capabilities and work with IT partners, key site contacts, and suppliers to oversee IT work at assigned sites.
• Be accountable for site support functions performed by augmented or service partner staff.
• Serve as the first point of contact for IT operational problems at a site.
• Provide work estimates, oversight, and service management deliverables, including service levels and key performance indicators.
• Manage operational duties associated with all site-based IT capabilities and services for assigned geographical sites.
• Maintain close relationships with IT partners, key site contacts, and suppliers to ensure effective operation of IT capabilities and services at a site.
• Accountable for site support at assigned sites, performed by augmented or service partner staff.
• Manage the lifecycle of all incidents at a site to restore IT services to users as quickly as possible.
• Manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Coordinate IT work estimates and provide oversight.
• Contribute to financial management and budgeting for IT work.

Skills on Resume: 

• Site IT Management (Hard Skills)
• Vendor Coordination (Soft Skills)
• Incident Resolution (Hard Skills)
• Service Oversight (Hard Skills)
• SLA Management (Hard Skills)
• Partner Relations (Soft Skills)
• Operational Support (Hard Skills)
• Budget Management (Hard Skills)

Job Summary: 

• Deliver and provide inputs for agreed service measurements and reporting for service management.
• Coordinate the timely delivery of inputs into reporting packs.
• Recommend improvements to the existing management information (MI).
• Add value to MI with appropriate analysis and commentary.
• Serve as an operational contact and interface for services being delivered, including escalation and leading response and resolution.
• Own incidents from start to end regardless of escalation, and reduce technical escalations.
• Proactively seek service improvements within the scope of services provided to internal clients, manage them through to implementation, and measure and communicate the improvements.
• Assist service teams with resolving day-to-day service management issues and problems.
• Coordinate platform teams and cross-department problem-solving.
• Contribute to the definition of service level agreements (SLAs) and underpinning contracts.

Skills on Resume: 

• Service Reporting (Hard Skills)
• Data Analysis (Hard Skills)
• Incident Ownership (Hard Skills)
• Escalation Management (Soft Skills)
• Service Improvement (Soft Skills)
• Issue Resolution (Soft Skills)
• Cross-Team Coordination (Soft Skills)
• SLA Definition (Hard Skills)

Job Summary: 

• Lead and manage the activities of the Managed Services team to ensure effective operations.
• Collaborate with the Operations Management Team to identify and implement process improvements.
• Administer and oversee the ConnectWise Manage Service Management platform for efficiency and accuracy.
• Partner with Operations Management to design and maintain a balanced scorecard for performance measurement.
• Evaluate current systems and provide recommendations for enhancements or replacements.
• Assist the Operations Director and Service Delivery Team in the execution of major initiatives.
• Monitor project schedules, including tasks, milestones, deliverables, and deadlines.
• Identify, assess, and manage risks tied to resources, requirements, deliverables, and budgets.
• Direct client IT projects to ensure successful completion within agreed timeframes and costs.
• Maintain oversight of vendor agreements and ensure all related documentation is current.
• Measure vendor performance against SLAs to confirm compliance and drive continuous improvement.

Skills on Resume: 

• Team Leadership (Soft Skills)
• Process Improvement (Soft Skills)
• Platform Administration (Hard Skills)
• Performance Measurement (Hard Skills)
• System Evaluation (Hard Skills)
• Project Management (Hard Skills)
• Risk Management (Hard Skills)
• Vendor Management (Hard Skills)

Job Summary: 

• Be responsible and accountable for the execution and delivery of programmes or projects in support of business strategy and objectives.
• Develop programme or project plans, work breakdown structures, resourcing requirements, and budgets to support successful execution and delivery.
• Ensure governance frameworks are in place, clearly understood by the team, and actively applied to provide effective checks and balances for delivery.
• Provide strategic guidance to programmes, IT teams, and business stakeholders to ensure on-time and on-budget delivery.
• Partner with the business to align delivery with stakeholder expectations.
• Communicate status, risks, issues, and decisions early and often to drive successful outcomes.
• Manage interdependencies across programmes to avoid adverse impacts on budgets, milestones, or RAG status.
• Mitigate risks through a robust risk management framework (RME/KRIs or RAID), proactively managing them to minimise Red or Amber status.
• Deliver high-quality, transparent programme-level reporting that supports governance decision-making, highlighting risks, issues, budgets, forecasts, and interdependencies.
• Manage programme budgets, including resources and scope, ensuring variances remain within +/- 5% of the original forecast unless reallocation of funding is formally approved.

Skills on Resume: 

• Programme Delivery (Hard Skills)
• Project Planning (Hard Skills)
• Governance Frameworks (Hard Skills)
• Strategic Guidance (Soft Skills)
• Stakeholder Alignment (Soft Skills)
• Risk Management (Hard Skills)
• Programme Reporting (Hard Skills)
• Budget Management (Hard Skills)

Job Summary: 

• Accountable for the Service Delivery team’s overall performance and ensure the timely resolution of Service Requests and Incidents within SLA commitments.
• Keep team processes and procedures current, ensuring they support both efficient work execution and accurate performance reporting.
• Oversee the full lifecycle of end-user devices, managing assets such as laptops, mobiles, tablets, and peripherals, while planning budgets for refresh cycles and ensuring secure asset disposal.
• Guide the Service Delivery team in maintaining consistency, service standardization, and adherence to best practices.
• Evaluate performance and customer interactions to confirm service excellence and satisfaction.
• Build collaborative relationships across departments and address evolving end-user requirements.
• Lead, inspire, and develop team members to achieve high performance.
• Engage senior management and stakeholders with updates on project progress and service delivery outcomes.
• Participate directly in client-facing conversations and delivery of projects, including ERP, Oracle IP, system upgrades, rollouts, and integrations.
• Coordinate group-wide resources effectively to ensure alignment and maximize collaboration.

Skills on Resume: 

• Service Delivery (Hard Skills)
• Process Management (Hard Skills)
• Asset Management (Hard Skills)
• Service Standards (Soft Skills)
• Customer Satisfaction (Soft Skills)
• Cross-Department Collaboration (Soft Skills)
• Team Leadership (Soft Skills)
• Project Delivery (Hard Skills)

Job Summary: 

• Work closely with Account Directors to form virtual client teams and manage client accounts, ensuring timely renewals.
• Produce, manage, and maintain the client’s service operations manual, outlining key contact points, SLAs, escalation paths, and bespoke operational procedures.
• Ensure contracted deliverables from the service offering are provided within the agreed service level agreements.
• Act as an escalation point to ensure appropriate functional activities are carried out to resolve issues.
• Ensure Root Cause Analysis is performed to drive improvements within the client’s business.
• Identify and highlight additional service opportunities and associated revenue streams to Account Directors through ongoing client interaction and knowledge of the Managed Service Catalogue.
• Partner with a team of Service Managers to establish and continually improve service management best practices across RMD IT.
• Leverage Scrum, Agile, and DevOps practices to manage daily priorities and ensure alignment with Engineering development execution needs.
• Support change control best practices and lead the process for assigned areas.
• Develop and maintain strong internal partner relationships and advocate for their needs.
• Support programs and pursuits through occasional international and domestic travel.

Skills on Resume: 

• Client Account Management (Soft Skills)
• Service Documentation (Hard Skills)
• SLA Management (Hard Skills)
• Issue Escalation (Soft Skills)
• Root Cause Analysis (Hard Skills)
• Service Opportunities (Soft Skills)
• Best Practices (Soft Skills)
• Agile Delivery (Hard Skills)

Job Summary: 

• Support the Statement of Work (SOWs) and Software Quality Solutions in collaboration with the Principal Consultant, meeting client engagement needs (New vs Existing Clients).
• Manage multiple customers and teams and support individuals in complex delivery environments.
• Drive the delivery of Quality Assurance solutions across multiple projects.
• Drive culture, values, and inspire teams.
• Negotiate terms and contracts with clients.
• Act as a primary escalation point for the clients and resolve critical situations through effective communication with clients and internal project teams.
• Ensure scope, cost, schedule, and resources meet contractual deliverables.
• Form and norm software delivery teams, including taking responsibility for onboarding, offboarding, and rotations.
• Coach teams on practice, communication, and culture while identifying opportunities for personal growth for team members.
• Contribute to the ideation and execution of Inspired Testing’s delivery strategy and initiatives.
• Track project tasks, milestones, deliverables, and key dates.
• Manage risks and expectations across resourcing, deliverables, requirements, and, at times, budgets.

Skills on Resume: 

• SOW Support (Hard Skills)
• Client Management (Soft Skills)
• Quality Assurance Delivery (Hard Skills)
• Team Leadership (Soft Skills)
• Contract Negotiation (Soft Skills)
• Issue Escalation (Soft Skills)
• Project Delivery (Hard Skills)
• Team Coaching (Soft Skills)

Job Summary: 

• Support the operational, reporting, analytical, and insight generation aspects of service delivery, aimed at generating exceptional client value.
• Leverage people, process, and technical expertise to identify opportunities for quality and process design improvement to support the three fundamental outcomes - Faster, Cheaper, Better, while upholding the company’s social impact mission.
• Promote a culture of quality customer service in the organization.
• Initiate and develop partnerships with customers and customer success managers to define and evaluate service performance outcomes.
• Liaise with senior stakeholders in other functions on key dependencies and identify/create synergies for optimal client experience.
• Identify and incorporate the interests and needs of customers in business process design.
• Ensure that the organization’s systems, processes, policies, and programs respond to customer needs.
• Contribute to the transformational agenda and support all company growth initiatives.
• Lead change, manage, and escalate risks arising from the transition of new planning processes.
• Monitor operational risk across planning processes and escalate key risks to the right forums.

Skills on Resume: 

• Service Analytics (Hard Skills)
• Process Improvement (Hard Skills)
• Customer Service (Soft Skills)
• Client Partnerships (Soft Skills)
• Stakeholder Management (Soft Skills)
• Customer-Centric Design (Soft Skills)
• Change Management (Soft Skills)
• Risk Escalation (Hard Skills)

Job Summary: 

• Build, develop, and manage a team of consultants responsible for completing client deliverables.
• Ensure project success by authentically getting to know consultants to understand what motivates them to perform at remote client locations.
• Anticipate potential red flags that may indicate downturns in on-site performance and implement strategies to address them before any downturn occurs.
• Build and manage relationships with consultants by maintaining frequent and direct contact via telephone, email, video conferencing, and in person to retain them within the organization.
• Provide career path planning and coaching to ensure consultant job satisfaction and professional growth within the organization.
• Complete formal annual performance reviews and frequent informal reviews, and provide relevant feedback to the consultant roster.
• Coordinate activities and tasks for consultants.
• Direct and manage the overall and day-to-day execution of consultant projects to ensure quality work products, solutions, and deliverables.
• Identify, define, develop, and implement negotiation techniques to address financial and other concerns or requests from consultants, achieving a balance of company cost savings and consultant needs through critical assessment before taking action.
• Stay aware of other companies’ IT functions, especially in the financial sector.
• Deal effectively with outside contacts and vendors.

Skills on Resume: 

• Team Management (Soft Skills)
• Consultant Engagement (Soft Skills)
• Performance Monitoring (Hard Skills)
• Relationship Building (Soft Skills)
• Career Coaching (Soft Skills)
• Performance Reviews (Hard Skills)
• Project Coordination (Hard Skills)
• Negotiation Skills (Soft Skills)

Job Summary: 

• Liaise directly with the risual Managed Services team and clients, forge and maintain excellent communication links and relationships, and ensure delivery of quality service and high levels of care to risual clients.
• Run client service review meetings, create performance reports and presentations, and track service improvements, quality, and processes.
• Manage service transition and associated onboarding of clients into Risual Managed Services.
• Define, document, and agree on Service Level Agreements (SLAs) with clients.
• Own and run a continual service improvement programme of works.
• Ensure services are delivered against contracted SLAs and KPIs and reviewed with clients regularly.
• Act as the key escalation point and take responsibility for ensuring satisfactory outcomes.
• Ensure systems, processes, and methodologies are followed as specified to enable effective monitoring, control, and support of service delivery.
• Produce detailed, regular reports for both external clients and internal requirements.
• Track account profitability and ensure customer value is delivered.
• Ensure service delivery is aligned with and delivered according to the ITIL framework and ISO2000 certification standards.

Skills on Resume: 

• Client Communication (Soft Skills)
• Service Reporting (Hard Skills)
• Service Transition (Hard Skills)
• SLA Management (Hard Skills)
• Service Improvement (Soft Skills)
• Issue Escalation (Soft Skills)
• Process Compliance (Hard Skills)
• Account Profitability (Hard Skills)

Job Summary: 

• Determine, in conjunction with the department lead, specific Service Provider and Service Partner commercial and service strategies.
• Develop clear contractual documents, service level exhibits, and key performance indicators and metrics in conjunction with the department lead.
• Develop and maintain close working relationships with Service Provider and Service Partner staff.
• Control and manage regular Service Provider and Service Partner monthly service reviews to monitor actual performance.
• Ensure SLA performance and confirm that the Service Provider and Service Partner consistently deliver contracted services and support.
• Take action to prevent and address Service Provider and Service Partner underperformance.
• Ensure that effective management and process controls are in place to produce and deliver service reports to agreed timescales.
• Monitor customer satisfaction and perception of service with key business stakeholders.
• Manage the financial performance of Service Providers and Service Partners.
• Drive improved performance from Service Providers and Service Partners and manage commercial dispute resolution with counsel from business stakeholders.
• Ensure adherence to Service Provider and Service Partner metrics for reporting commercial and service performance, and establish provisions where not in place.
• Develop risk assessments with Service Providers and Service Partners and maintain and drive forward risk mitigation plans and continuity planning.
• Work with Service Providers and Service Partners to develop offerings that automate, reduce costs, and improve efficiency through Service Improvement Plans.

Skills on Resume: 

• Service Strategy (Hard Skills)
• Contract Management (Hard Skills)
• Partner Relationships (Soft Skills)
• Performance Monitoring (Hard Skills)
• SLA Management (Hard Skills)
• Service Reporting (Hard Skills)
• Financial Management (Hard Skills)
• Risk Mitigation (Hard Skills)

Job Summary: 

• Responsible for the end-to-end delivery of the service to the business and to end customers.
• Ensure that all inbound services have clearly defined boundaries and that suitable SLAs are in place and met.
• Ensure that OLAs are in place for internal services and that they support competitive customer-facing SLAs.
• Conduct service reviews with the business, external customers, and suppliers.
• Develop a release strategy to transition from serialized waterfall release cycles to a continuous delivery model suitable for modern cloud-native services.
• Manage and prioritize continuous improvement backlogs to ensure end-to-end services remain in support and aligned with business needs.
• Define and deliver a strategy for service management, ensuring that the right tooling is in place and aligned with corporate standards and industry best practices.
• Review and manage change management strategy and governance to ensure required quality standards are met with minimal delivery friction.
• Review and manage IT operating models to ensure efficiency, automation, and alignment with corporate standards and industry best practices.
• Define performance benchmarks and KPI reporting for key service elements and provide the board and customers with regular, transparent service status updates.
• Work with project portfolios, including large-scale digital transformation programs, to ensure delivered products are production-ready and that service transition to live processes is well defined, effective, and delivers quality outcomes.
• Manage the overall release strategy, ensuring portfolio priorities are correct, delivery cadence is achieved, and schedule changes are effectively managed.

Skills on Resume: 

• Service Delivery (Hard Skills)
• SLA Management (Hard Skills)
• Service Reviews (Soft Skills)
• Release Management (Hard Skills)
• Continuous Improvement (Soft Skills)
• Service Strategy (Hard Skills)
• Change Governance (Hard Skills)
• KPI Reporting (Hard Skills)

Job Summary: 

• Serve as the primary point of contact for all operational issues with cloud and cyber managed service providers, including governance, Master Service Agreements (MSAs), Statements of Work (SOWs), and contractual issues.
• Act as a business partner in developing and owning strong relationships with internal and external stakeholders to ensure effective implementation of technical solutions and business outcomes.
• Own the ITIL processes of Incident, Problem, Change, and Release Management, ensuring high performance, accurate reporting and documentation, and initiating service improvement activities.
• Lead the implementation, monitoring, and controls framework for service delivery by ensuring systems, methodologies, policies, and procedures are in place and followed, addressing escalations, and driving problem resolution within service towers.
• Champion service and support in projects, developing a strong understanding of project impacts, and ensuring service impact is minimized and agreed upon.
• Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes.
• Analyze IT service management performance, identify problem areas, and deliver solutions to enhance service quality and prevent future problems.
• Work with internal and third-party teams to ensure actions are completed to protect and improve services while ensuring seamless operations delivery.
• Act as an ambassador for IT by building relationships across the business, communicating effectively on IT matters, and fostering dialogue between departments.
• Ensure documentation for all projects is created and maintained to facilitate proper change controls and governance.
• Ensure business processes and complex technical specifications are properly documented, stored in appropriate systems, and kept up to date.
• Ensure system configuration documentation is created and maintained, including procedural manuals, training videos, and best practice documents.

Skills on Resume: 

• Cloud Service Management (Hard Skills)
• Stakeholder Relationships (Soft Skills)
• ITIL Processes (Hard Skills)
• Service Governance (Hard Skills)
• Project Support (Soft Skills)
• Service Reviews (Soft Skills)
• Performance Analysis (Hard Skills)
• Documentation Management (Hard Skills)

Job Summary: 

• Lead the development of ITSM processes, governance models, metrics, measurements, and process integration with overall accountability for design, execution, and continual improvement.
• Define and lead ITSM process improvement roadmaps, both short and long term, to align IT and facilitate business outcomes.
• Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery.
• Ensure that service delivery processes can support internal and external audits.
• Lead the effort to build an effective CMDB to quickly identify impact.
• Define, develop, document, and implement processes and procedures, and drive effective implementation and management of the following management practices: Service Level Management, Incident and Service Request Management, Problem Management, Change Management, Knowledge Management, Continual Improvement, Service Design, CMDB Development, and Technology Vendor Management.
• Manage the preparation, review, and revision of contracts.
• Manage vendor performance against established targets and work with vendors to ensure critical delivery, quality, and performance objectives are achieved.
• Hold vendors accountable to SLAs.
• Develop relationships with vendors and business teams at both strategic and tactical levels and lead operational performance meetings to address performance gaps and establish corrective actions.

Skills on Resume: 

• ITSM Development (Hard Skills)
• Process Improvement (Hard Skills)
• Service Delivery (Hard Skills)
• Audit Compliance (Hard Skills)
• CMDB Management (Hard Skills)
• Contract Management (Hard Skills)
• Vendor Performance (Hard Skills)
• Vendor Relations (Soft Skills)

Job Summary: 

• Approve corrective action plans, monitor vendor progress, and escalate issues to appropriate leadership groups.
• Provide leadership and financial analysis support in contract negotiations, policies, standards, processes, process improvement, transformation, and business continuity planning.
• Oversee and support ITSM continuous improvement initiatives and implement enhancements based on defined metrics and KPIs.
• Proactively seek opportunities to drive self-service adoption and other shift-left initiatives.
• Ensure efficient and effective integration between assigned ITSM process areas and other related areas such as Knowledge, Change, and Configuration Management.
• Identify opportunities for training, process changes, software fixes, and enhancements.
• Work closely with IT team members to drive ITSM best practices.
• Provide accurate and regular reports to management on service delivery performance.
• Take accountability for service delivery performance, meeting customer expectations, and driving future demand.
• Analyze internal processes and create strategies for service delivery optimization.
• Maintain high performance levels for service-related processes and implement improvement activities.
• Perform administrative functions including change control, system documentation, contribution to standard operating procedures, and training.

Skills on Resume: 

• Corrective Action (Hard Skills)
• Contract Negotiation (Hard Skills)
• Process Improvement (Hard Skills)
• Self-Service Initiatives (Hard Skills)
• ITSM Integration (Hard Skills)
• Training Support (Soft Skills)
• Service Reporting (Hard Skills)
• Process Optimization (Hard Skills)

Job Summary: 

• Develop, implement and maintain governance within the assigned portfolio and ensure the effective use of IT services
• Ensure business requirements and service level agreements are met, including the management and escalation of incidents and problems in maintaining customer satisfaction and the availability of services
• Proactively identify business risks and opportunities to improve IT services
• Work with business and internal stakeholders towards the adoption of service improvement and maturity
• Develop and manage effective and timely communication regarding service performance, incidents, changes, or problems to all service stakeholders and customers to enhance the customer experience
• Lead service operational readiness activities through managing service launches, leading the development of delivery capability and readiness plans to keep stakeholders informed of key issues and changes, acting as a liaison between the business, 3rd party vendors and technology stakeholders to ensure requirements are clear
• Develop, build and sustain positive working relationships with internal and external stakeholders, customers and other IT service providers/vendors to contribute to a robust delivery of IT services
• Manage, supervise and guide the work of a small team of employees and ensure that knowledge is shared and outputs are delivered
• Monitor performance and provide appropriate feedback
• Draft and/or supervise the preparation of timely, succinct and reports and briefings for the role supervisor, Executive Director and other senior managers 
• Ensure accurate records are maintained, and that responses to correspondence are timely and consistent with Departmental protocols.
• Ensures end-to-end service availability, integrity and stability in accordance with broad directions agreed with the role supervisor
• Exercises high-level, independent judgment and initiative in managing and prioritizing work to deliver outputs in accordance with agreed timeframes
• Actively contributes to the development of strategic and operational plans
• Accountable for the quality, integrity, accuracy and content of advice regarding service delivery systems, processes, protocols and reports

Skills on Resume: 

• IT Governance (Hard Skills)
• Service Management (Hard Skills)
• Risk Assessment (Hard Skills)
• Stakeholder Engagement (Soft Skills)
• Communication Management (Soft Skills)
• Team Leadership (Soft Skills)
• Performance Monitoring (Hard Skills)
• Strategic Planning (Hard Skills)

Job Summary: 

• Developing and implementing service standards and procedures for the service delivery department
• Ensuring effective management of helpdesk tasks for the customers and potentially the wider client base
• Supervising members of the service delivery team
• Maintaining customer relationships and improving response and delivery times
• Updating service methods to improve overall efficiency
• Resolving any service problems and customer complaints
• Conducting periodic appraisals of team members and identifying areas for improvement
• Creating and presenting regular reports to senior management
• Creating proposals for customer inquiries
• Instructing customers on equipment operation, care, and maintenance
• Analyze customers’ needs and suggest upgrades or additional features to meet their requirements
• Generate sales opportunities from existing customers
• Identify new prospects and generate new sales via networking, cold calling, or other means

Skills on Resume: 

• Service Standards (Hard Skills)
• Helpdesk Management (Hard Skills)
• Team Supervision (Soft Skills)
• Customer Relations (Soft Skills)
• Process Improvement (Hard Skills)
• Problem Resolution (Soft Skills)
• Performance Evaluation (Hard Skills)
• Sales Development (Hard Skills)

Job Summary: 

• Oversee IT Support activities, focusing on providing high-quality hardware/software/clinical workflow support with a high degree of customer service, technical expertise, and timeliness
• Provide the necessary business liaison support, technical service delivery oversight, and customer service functions to ensure delivery of world-class IT support within their assigned business areas
• Develop and meet/exceed Service Level Agreements with customers, internal and external, by monitoring IT Support operations and by designing/maintaining appropriate ticketing management software to ensure tickets are solved promptly
• Provide customer support across all technical platforms and for all aspects of customer relations, including day-to-day management, quality service delivery, escalations, and roadblock removal
• Assist in driving continuous service improvement of IT services to improve overall customer satisfaction, including standardization of service offerings, standardization of service delivery processes, and efficient allocation of resources
• Continuously evaluate IT efficiency, processes, services, and existing technology effectiveness and interoperability to identify focus areas for improvement
• Facilitate the introduction of new technologies that can provide greater capabilities, improved productivity, or reduce the total cost of ownership
• Develop and train Clinical/IT Help Desk and PACS Support employees on customer service methods to continually improve customer service to internal and external customers
• Work with Clinical Systems administrators and Infrastructure administrators to ensure training and support are effective across Radiology Partners' IT

Skills on Resume: 

• Technical Support (Hard Skills)
• Customer Service (Soft Skills)
• Service Delivery (Hard Skills)
• Ticket Management (Hard Skills)
• Process Improvement (Hard Skills)
• Technology Evaluation (Hard Skills)
• Team Training (Soft Skills)
• Stakeholder Collaboration (Soft Skills)

Job Summary: 

• Provide monthly service (IT/Clinical/RCM) management reports and establish quarterly goals for service team employees (Clinical/IT/), coaching to achieve specified goals
• Assist in the scheduling of outages with business acumen and communicate business impacts to IT management. 
• Communicate real-time outage information to the business, status the business during the outage, communicate business impact to Senior IT management, and assist in the performance of root cause analysis
• Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships
• Assist customer adoption of complex services throughout the entire delivery process as a seamless experience
• Ensure the appropriate prioritization and closure of incidents 
• Participate in the initiation of projects within their business area
• Maintain familiarity with IT/Clinical/RCM infrastructure and tools to support the business and facilitate the adoption of new technologies
• Maintain regulatory compliance by staying abreast of current trends and regulations in the IT and healthcare industries
• Promote a culture that reflects the organization’s values, encourages good performance, and enhances productivity
• Contribute to team effort by accomplishing related results

Skills on Resume: 

• Performance Coaching (Soft Skills)
• Outage Management (Hard Skills)
• Root Cause (Hard Skills)
• Relationship Building (Soft Skills)
• Customer Adoption (Soft Skills)
• Incident Prioritization (Hard Skills)
• Regulatory Compliance (Hard Skills)
• Team Collaboration (Soft Skills)

Job Summary: 

• Manage the IT service documentation and configuration management database (CMDB), capturing key service information such as service definitions, systems, and dependencies.
• Ensure the local IT risk register and wider functional risk register are kept up to date.
• Ensure IT configuration, risk and disaster recovery procedures are understood, and that IT staff have the tools to be able to follow the procedures.
• Ensure critical IT services have an appropriate resilient architecture, are fully documented and that resilience is tested regularly
• Liaise with stakeholders across the organization to provide help and advice on business continuity for IT services.
• Review third-party disaster recovery plans and provide feedback.
• Manage and report on key performance indicators (KPIs) demonstrating the effectiveness of IT service delivery
• Ensure change, incident and problem management processes are reviewed and followed

Skills on Resume: 

• Configuration Management (Hard Skills)
• Risk Management (Hard Skills)
• Disaster Recovery (Hard Skills)
• System Resilience (Hard Skills)
• Business Continuity (Hard Skills)
• Stakeholder Liaison (Soft Skills)
• Performance Reporting (Hard Skills)
• Process Compliance (Hard Skills)

Job Summary: 

• Continuedly focus on securing a stable and well-performing operation
• Manage day-to-day activities, prioritize, and make risk/impact assessments of existing processes and procedures within own area of responsibility
• Work closely with agile teams to continually improve customer satisfaction
• Ensure timely and proactive communication to stakeholders
• Lead incident task forces in case of major platform issues
• Act as a liaison between the business and vendors
• Proactively identify and propose business process and/or application support improvements
• Ensure the development of internal ITSM documentation
• Ensure orderly handover from project to operation, work with application and infrastructure teams on SMART goals for service levels
• Establish and enhance global IT Service Management practices (with focus on problem, change, incident, request fulfillment and knowledge)
• Establish service level management, KPIs, and associated reporting for application delivery and targets
• Drive ITSM practitioner communities

Skills on Resume: 

• Operational Stability (Hard Skills)
• Risk Assessment (Hard Skills)
• Customer Satisfaction (Soft Skills)
• Stakeholder Communication (Soft Skills)
• Incident Leadership (Soft Skills)
• Vendor Coordination (Soft Skills)
• Process Improvement (Hard Skills)
• Service Management (Hard Skills)

Job Summary: 

• Manage and lead a team to drive the implementation and adoption of best practices such as self-service, automation, ITIL, including release management and change control
• Maintain positive relationships and improve user experience
• Act as an escalation point in the on-call roster
• Expert in incident and problem management oversight and governance, to diagnose and analyze technology issues.
• Identify root causes, propose solutions, and prioritize fixes
• Set and manage KPI's and SLA's that align with business expectations
• Continual service improvement, ensuring that the team adheres to new standards, procedures, and protocols
• Forge strong vendor relationships and manage vendor service level agreement performance
• Uplift overall system security to identify and mitigate risk
• Plan and execute improvements to raise capabilities across people, process, systems, and management

Skills on Resume: 

• Team Leadership (Soft Skills)
• Process Automation (Hard Skills)
• Incident Management (Hard Skills)
• Problem Solving (Soft Skills)
• Performance Monitoring (Hard Skills)
• Service Improvement (Hard Skills)
• Vendor Management (Soft Skills)
• System Security (Hard Skills)

Job Summary: 

• Own, build, and enhance the IT service relationship with the business
• Manage 3rd party IT suppliers, ensuring existing and new SLA's are met and exceeded for IT network and infrastructure, IT applications for the manufacturing systems
• Deliver an IT strategy that will enable the business to exceed growth targets
• Ensure correct change management processes are followed for any new IT service introductions
• Managing IT Help Desk requirements and the IT support team
• Maintain network infrastructure, switches, physical servers, virtual machines (Hyper-V), and backup systems
• Identify, implement and review necessary IT security measures and policies
• Maintenance of VOIP phone systems
• Ensure the department efficiently manages the maintenance of all company IT assets
• Prepare accurate monthly reports for line management

Skills on Resume: 

• Relationship Management (Soft Skills)
• Supplier Management (Soft Skills)
• IT Strategy (Hard Skills)
• Change Management (Hard Skills)
• Helpdesk Management (Hard Skills)
• Network Administration (Hard Skills)
• IT Security (Hard Skills)
• Asset Maintenance (Hard Skills)

Job Summary: 

• Establish and improve service delivery processes according to best practices to ensure quality and repeatability
• Review the IT Service Catalog and make recommendations for improvements.
• Ensure the IT delivery team and end users are trained on how to use IT Service Management tools.
• Oversee IT delivery staff in all stages of the delivery process and hold them accountable for providing great customer service
• Ensure coordination of resolving parties, stakeholder communication and post-incident review
• Drive internal and 3rd party service review meetings to ensure speed and quality
• Manage customer expectations by assessing customer feedback and improving processes accordingly
• Ensure that IT service delivery processes are efficient and effective.
• Build and improve IT service metrics and reports
• Build strong partnerships between IT and business departments to align end-user needs with IT delivery capabilities.

Skills on Resume: 

• Process Improvement (Hard Skills)
• Service Catalog (Hard Skills)
• Tool Training (Hard Skills)
• Team Supervision (Soft Skills)
• Stakeholder Communication (Soft Skills)
• Service Review (Hard Skills)
• Customer Management (Soft Skills)
• Performance Reporting (Hard Skills)

Job Summary: 

• Responds to the business for operational IT service queries or issues
• Network with key contacts internally and externally. 
• Manages operational service delivered to a specific business unit or area, and ensures service levels and performance are communicated
• Performs regular service reviews with their business unit or area
• Identifies actions needed to address performance issues
• Maintains critical application lists and highlights Service Level Agreements that may need amending to align with business expectations
• Manages End-user satisfaction, escalation and complaint management based on end-user feedback
• Suggests service improvement actions
• Undertakes operational IT service performance reporting covering the service
• Ensure compliance with IT standards and controls

Skills on Resume: 

• Service Management (Hard Skills)
• Stakeholder Networking (Soft Skills)
• Performance Monitoring (Hard Skills)
• Service Review (Hard Skills)
• Issue Resolution (Soft Skills)
• Customer Satisfaction (Soft Skills)
• Process Compliance (Hard Skills)
• Service Improvement (Hard Skills)

Job Summary: 

• Deliver and provide inputs for the agreed service measurements and reporting for service management
• Coordinate the timely delivery of the inputs into reporting packs
• Recommend improvements to the existing MI
• Add value to the MI with appropriate analysis and commentary
• Serve as an operational contact and interface for the services being delivered, including escalation and leading response/resolution to the escalations
• Proactively seek service improvements within the scope of the services provided to internal clients and manage these through to implementation, measuring and communicating the improvements
• Assist service teams with resolving day-to-day service management issues and problems
• Coordinate Platform teams and cross-department problem-solving
• Contribute to the definition of service level agreements (SLAs) and underpinning contracts
• Develop a thorough understanding of the service performance targets and the measurements
• Lead a discussion on how the measurements will be applied
• Understand the underlying business driver for the SLA’s to ensure the measurement correctly targets and incentivizes the right service and behaviors
• Ensuring clear, open communication with support teams and that they remain properly aligned on service management matters
• Help ensure robust processes, documentation, training, and support are in place to assist the achievement of service levels.

Skills on Resume: 

• Service Reporting (Hard Skills)
• Data Analysis (Hard Skills)
• Service Improvement (Hard Skills)
• Escalation Management (Soft Skills)
• Problem Solving (Soft Skills)
• SLA Management (Hard Skills)
• Team Coordination (Soft Skills)
• Process Documentation (Hard Skills)

Job Summary: 

• Participate actively in maintaining and improving the applications
• Monitor and improve systems and infrastructure
• Ensure a good level of security and performance of the different platforms, databases, and applications
• Be responsible for establishing business relationships to enable the efficient delivery of ICT services
• Establish with the business the expected Service Levels
• Measure and report on IT Services
• Act as team leader, manage priorities and workload, set objectives and evaluate
• Direct collaboration with operations and development teams to make sure that service level agreements (SLAs) are guaranteed
• Manage capacity and resources in a multi-disciplinary environment
• Ensure a relationship of quality and trust with the client
• Ensure application consistency, change management, incident management, problem management, crisis management, and configuration management
• Prepare the production and follow-up of important projects (capacity, process)
• Communicate about IT services within the organization
• Plan and schedule operational maintenance and service windows

Skills on Resume: 

• System Monitoring (Hard Skills)
• Security Management (Hard Skills)
• Business Relationship (Soft Skills)
• Service Measurement (Hard Skills)
• Team Leadership (Soft Skills)
• Capacity Planning (Hard Skills)
• Change Management (Hard Skills)
• Client Communication (Soft Skills)

Job Summary: 

• Contribute to the improvement of the Infrastructure activities and the way of working with the partner
• Ensure the partner meets the requirements of the company's Infrastructure and make sure the customers receive the correct service and information from the partner
• Ensure the company uses and respects standard solutions delivered by the partner
• Contribute to the team with the delivery of useful reporting on capacity, forecasting
• Participate in various governance meetings
• Prepare contract evolutions (Annual baseline, volumes, changes in services…)
• Contribute to the team for key information on volumes, capacity, quality of solutions and service, service evolutions
• Contribute to the elaboration of the new Cloud governance and its implementation

Skills on Resume: 

• Infrastructure Management (Hard Skills)
• Partner Coordination (Soft Skills)
• Standard Compliance (Hard Skills)
• Capacity Reporting (Hard Skills)
• Governance Participation (Soft Skills)
• Contract Management (Hard Skills)
• Service Evolution (Hard Skills)
• Cloud Governance (Hard Skills)

Job Summary: 

• Ensures that programs meet quality, schedule, milestone, and budget commitments, while providing technical coordination and leadership for staff.
• Coordinate and lead customer-facing meetings related to the program
• Collaborates within the Program, Engineering, Quality and IT teams to develop and implement program management and ITIL methodologies, processes, tools and mentoring to the organization.
• Ensures that the goals and objectives of the program are understood and agreed upon with the program sponsor and drives the overall performance of the IT team.
• Manages program expectations, scope, risk and changes.
• Provides leadership surrounding issue identification and resolution
• Acts as a point of contact for the escalation of program issues and resolves program conflicts.
• Works directly with Architects, System Analysts and QA team to manage the technical aspects of a development project
• Coach and lead cross-functional project teams made up of internal and vendor IT resources
• Continually assesses program resource requirements and reassigns based on revised project schedules.
• Prepares and distributes weekly and monthly reporting, tracking team and program metrics.

Skills on Resume: 

• Program Management (Hard Skills)
• Technical Leadership (Soft Skills)
• Stakeholder Coordination (Soft Skills)
• Risk Management (Hard Skills)
• Issue Resolution (Soft Skills)
• Team Coaching (Soft Skills)
• Resource Planning (Hard Skills)
• Performance Reporting (Hard Skills)

Job Summary: 

• Uses formal program methodology to meet quality, schedule, scope and budget commitments, including ensuring raised incidents are managed timely manner
• Leads the formal change management processes to manage changes to scope, cost, and schedule and to ensure alignment in expectations.
• Tracks and drives resolution on open questions, issues and risks as well as develops risk mitigation plans.
• Creates detailed schedules and work plans to ensure all required project deliverables are tracked with dependencies and resource assignments clearly identified.
• Tracks progress of deliverables to completion and ensures resources are managed to task plans.
• Accountable for continuous monitoring of program health and adjusting resource allocations and task plans to ensure the success of the program and its team members.
• Resource management of the team, including prioritizing tasks and deadlines appropriately
• Builds a positive, collaborative working environment that instills respect, trust, quality and success as its core goals.
• Raise risks and issues to leadership on a timely basis and work with appropriate parties to create mitigation plans.
• Comply with values and adhere to all company policy and procedures
• In particular, comply with the code of conduct, quality, security and occupational health, safety and environmental policies and procedures.

Skills on Resume: 

• Program Methodology (Hard Skills)
• Change Management (Hard Skills)
• Risk Mitigation (Hard Skills)
• Project Scheduling (Hard Skills)
• Resource Management (Hard Skills)
• Progress Tracking (Hard Skills)
• Team Collaboration (Soft Skills)
• Policy Compliance (Hard Skills)

Job Summary: 

• Be responsible for planning, documenting, managing, and coordinating technology initiatives from initiation through delivery
• Lead process-improvement efforts and manage the implementation of both business processes and technical solutions
• Creates project documents, reports and dashboards
• Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery
• Identifies and deploys resources required for internal-facing IT initiatives or change requests
• Build and maintain strong relationships with internal and external stakeholders
• Effectively communicate with all stakeholders and facilitate various project-related meetings
• Engages with all levels of staff and management, operating in a fast-paced environment with teams that are focused on producing high-quality outcomes
• Train, mentor, and support the agile teams to effectively follow agile methodology

Skills on Resume: 

• Project Coordination (Hard Skills)
• Process Improvement (Hard Skills)
• Documentation Management (Hard Skills)
• Service Delivery (Hard Skills)
• Resource Allocation (Hard Skills)
• Stakeholder Management (Soft Skills)
• Effective Communication (Soft Skills)
• Team Mentoring (Soft Skills)

Job Summary: 

• Serve as the Lead within the organization for researching, analyzing, proposing, implementing, and monitoring, and improving key IT processes as adopted by the IS Leadership team
• Maintain the organization’s Information Systems governance and oversight programs, processes, and related activities
• Develop and report business-relevant metrics to measure the efficiency and effectiveness of governance processes, facilitate appropriate resource allocation, and increase the maturity of related programs
• Develop, maintain, and communicate policies, standards, procedures, and controls to govern business practices as they relate to vendor management, contract maintenance, review, and renewal, periodic cadence review, new and ongoing vendor due diligence activities and coordination, service level agreement monitoring, and escalation processes
• Oversee ongoing budgeting processes, annual budget coordination and updating, invoice review and reconciliation, and payment systems setup and processing
• Coordinate and oversee ongoing Change Management procedures and processes
• Coordinate and facilitate relevant IT Governance Committees, as well as perform agenda gathering and creation, and record-keeping of relevant meetings and action items
• Create, maintain, and present consolidated dashboards of IT Infrastructure tasks and projects, and leverage those dashboards to run leadership meetings that effectively prioritize and track the department’s activities
• Implement, oversee, evolve, and expand asset management procedures, processes, and systems, to accurately represent, maintain, and fulfill full lifecycle management of organizational devices, software, and other assets
• Implement, oversee, evolve, and expand problem and incident management processes and procedures
• Provide procedures, guidance, and training to Information Systems teams in the maintenance, tracking, monitoring, allocation, initial configuration, and deployment of new solutions, devices, software, systems, and enhancements, in accordance with the credit union’s IT policies, security program, and industry standards and best practices
• Work with other Business Areas to facilitate, coordinate, and explain concepts, make recommendations, and help drive initiatives
• Provide subject matter expertise on a broad range of IT standards and best practices, such as those related to FFIEC, NCUA, NIST, PCI, and others
• Maintain up-to-date knowledge of IT and financial industries, including awareness of new or revised best practices, improved processes, and the development of new concepts, systems, and solutions

Skills on Resume: 

• Process Improvement (Hard Skills)
• IT Governance (Hard Skills)
• Performance Metrics (Hard Skills)
• Vendor Management (Hard Skills)
• Budget Oversight (Hard Skills)
• Change Management (Hard Skills)
• Asset Management (Hard Skills)
• Stakeholder Communication (Soft Skills)

Job Summary: 

• Be responsible for identifying, developing, implementing, and supporting service improvement opportunities across various business functions.
• Identifies clear paths for expanding ITSM into a wider Enterprise Service Management (ESM) solution whilst aligning to business goals and objectives set out
• Report on service delivery key performance indicators (KPIs) and provide a synopsis to stakeholders
• Work closely with the stakeholder to understand the underlying cause and determine what actions would need to be taken to remedy any issues.
• Mentoring of both Service team leads and Service desk analysts
• Line management of the regional Service delivery team leads and the Line management of the IT Asset management and procurement specialist
• Work with the IT procurement and asset management specialist to share responsibility for the timely processing of incoming IT procurement orders from users and IT asset management
• Review all GXP/non-GXP requirements in service delivery.
• Coordinate with PPC IT infra/security/application heads on the IT project and daily support

Skills on Resume: 

• Service Improvement (Hard Skills)
• Enterprise Management (Hard Skills)
• KPI Reporting (Hard Skills)
• Root Cause (Hard Skills)
• Team Mentoring (Soft Skills)
• Line Management (Soft Skills)
• Asset Management (Hard Skills)
• Project Coordination (Soft Skills)

Job Summary: 

• Record and handle user complaints, be the first contact person for any inquiries for the business sites on an operational level
• Ensure that customer and user complaints, as well as escalations, are handled
• Steers as advised by the provider manager, the local provider/local OSS team
• Collect local requirements regarding global projects
• Be a caretaker for the business sites on an operational level
• Create service level reports for sites/regions, summarize service levels, and provide service level reporting to the business
• Monitoring of the provision of services to all defined locations
• Provide feedback about service performance for the Service Owner
• Stimulate continuous service improvement
• Provide correct charging for the business sites
• Explain invoices to local businesses
• Provide guidance to direct users and local businesses on IT processes, solutions, and improvements
• Manage a team of individuals (business, GEA IT, 3rd party) towards solution management and troubleshoot to resolve problems as they arise
• Partner with other business leaders to manage and lead change initiatives.

Skills on Resume: 

• Complaint Handling (Soft Skills)
• Service Monitoring (Hard Skills)
• Requirement Gathering (Hard Skills)
• Service Reporting (Hard Skills)
• Performance Feedback (Soft Skills)
• Continuous Improvement (Hard Skills)
• User Guidance (Soft Skills)
• Team Management (Soft Skills)

Job Summary: 

• Build partnerships with internal and external stakeholders of all levels to provide the face of Operational Services.
• Develop a strong awareness of the Ocado business model and strategy towards clients.
• Conduct service reviews with retail customers, including contractual SLAs and continual feedback loops.
• Work closely with the Operations Reporting team to ensure sufficient data is prepared for any meetings.
• Provide feedback to key areas of the business regarding their functions, e.g, incident volumes/impact
• Represent customers/stakeholders in any discussions, particularly regarding support processes/tools.
• Requirement for travel to visit international clients for review meetings, anticipated to be within Europe
• Continuous improvement of the Operations Service Support function.

Skills on Resume: 

• Stakeholder Engagement (Soft Skills)
• Business Awareness (Hard Skills)
• Service Review (Hard Skills)
• Data Coordination (Hard Skills)
• Performance Feedback (Soft Skills)
• Customer Representation (Soft Skills)
• Client Relations (Soft Skills)
• Process Improvement (Hard Skills)

Job Summary: 

• Management of the outsourced IT Service Desk team
• Partnering with the Operational Readiness SME for all Turnover and Training in support of new systems and enhancements to existing systems
• Random auditing of calls to review overall service quality
• Support Emergency Response team events with Service Desk
• Annual knowledge Management article reviews/revisions
• Refresher training for Service Desk agents
• Facilitate and/or participate in weekly/monthly meetings with key 2nd Level Support and/or vendor teams to maintain relationships and communication of issues/upcoming activities.
• Point of escalation for any issues requiring additional focus/attention.
• Be responsible for the ownership of the Incident Management function
• Lead MIM calls to ensure an escalated level of control, coordination, and technical support for High Priority incidents while driving the incident to resolution.
• Accountable for ensuring the highest level of communication to business representatives, stakeholders, and technical staff is maintained during the incident.
• Maintains the Incident management process, including documenting process and procedures updates using ITIL standards as a guide.

Skills on Resume: 

• Service Desk (Hard Skills)
• Training Coordination (Soft Skills)
• Quality Auditing (Hard Skills)
• Incident Management (Hard Skills)
• Crisis Coordination (Soft Skills)
• Knowledge Management (Hard Skills)
• Vendor Communication (Soft Skills)
• Process Maintenance (Hard Skills)

Job Summary: 

• Assist the team in writing, validating, and distributing any required communication that needs to be sent to executive leadership and management.
• Ensures Incident notifications are prepared as well as end-of-impact, incident summaries, and root cause analysis documentation for all Incidents.
• Coordinates and develops relationships with all functional areas so changes or updates to the Incident Management process will be adopted to ensure consistency.
• Monitors the effectiveness of the Incident Management process and makes recommendations for ongoing improvements.
• Maintains metrics, trending, and reporting on Incident Management process effectiveness and efficiency.
• Be responsible for the ownership of the Request Management function
• Maintains the Request management process, including documenting process and procedures updates using ITIL standards as a guide.
• Follow up with end users on the approval process for all Requests
• Coordinates and develops relationships with Development teams in all functional areas so changes or updates to the Request Management process will be adopted to ensure consistency.
• Monitors the effectiveness of the Request Management process and makes recommendations for ongoing improvements.
• Report out on outstanding Requests regarding approval and or fulfillment status.

Skills on Resume: 

• Executive Communication (Soft Skills)
• Incident Reporting (Hard Skills)
• Process Coordination (Soft Skills)
• Performance Monitoring (Hard Skills)
• Data Reporting (Hard Skills)
• Request Management (Hard Skills)
• User Follow-up (Soft Skills)
• Process Improvement (Hard Skills)

Job Summary: 

• Contribute to the delivery of the vision and business plan through an understanding of business processes
• Ensure that the IS/IT team's operating objectives and standards of performance are followed by employees
• Be responsible for IT standards and consistency across the UK sites
• Ensure all changes in legislation/regulation that affect supply are addressed by the supplier/s
• Ensure that all changes in legislation/regulation that affect licensing records/details and software are addressed and dealt with promptly
• Ensure the Delivery of a monthly ‘IS/IT Operations Report’
• Work in partnership with the other teams to ensure the overall delivery of the IS/IT policies and objectives
• Be responsible for the effective and efficient operational performance of business systems and applications
• Source and implement new applications based on business requirements, maintaining compliance with the Group IT Strategy
• Maintain a stable and reliable environment for all UK IT systems and networks capable of delivering on agreed service levels

Skills on Resume: 

• Business Understanding (Soft Skills)
• Performance Management (Hard Skills)
• IT Standards (Hard Skills)
• Regulatory Compliance (Hard Skills)
• Reporting Delivery (Hard Skills)
• Team Collaboration (Soft Skills)
• System Performance (Hard Skills)
• Application Implementation (Hard Skills)

Job Summary: 

• Define, review and monitor IT KPI’s and ensure the team delivers against them
• Ensure that IT adheres to and delivers against agreed SLA’s with the business
• Be responsible for the management of mobile phones and smartphones in the UK
• Work closely with the Senior Management Team, the central HR team and site HR Managers on the development and implementation of training programs
• Implement an ITIL-based environment methodology
• Maintain a high level of understanding of current and future technologies with a view to their level of appropriateness to the UK business
• Ensure an IS/IT Disaster Recovery Plan is in place, validated and tested regularly
• Ensure that Regular and controlled maintenance of the systems and applications is carried out
• Deliver infrastructure implementation projects on time and to budget
• Be responsible for managing and leading a team based across two locations, role modeling the Company values and behaviors
• Carry out induction training and development programs, and liaise with the HR Manager and central HR team on training, learning and development initiatives

Skills on Resume: 

• KPI Management (Hard Skills)
• SLA Compliance (Hard Skills)
• Asset Management (Hard Skills)
• Training Development (Soft Skills)
• ITIL Implementation (Hard Skills)
• Technology Awareness (Hard Skills)
• Disaster Recovery (Hard Skills)
• Team Leadership (Soft Skills)

Job Summary: 

• Creates and maintains the availability plan, and provides advice, assistance and leadership associated with the planning and design of service and component availability.
• Work closely with system developers, suppliers and other service-related functions to ensure that services are designed in such a way as to optimize the cost/performance equation, and to prioritize availability of services during major outage situations.
• Ensure that appropriate performance data is provided for analysis and recommend additional requirements.
• Co-ordinates investigations and proposals for problem resolutions and workarounds.
• Initiates and monitors the implementation of agreed remedies, in close liaison with the service desk, incident management, change management, other support teams, configuration management and asset management functions.
• Determine and initiate preventative measures, such as identifying and investigating suspect software and other components, whilst ensuring that existing problems and known errors in systems and services being brought into operation are understood and managed in the same way as those arising from operational incidents.
• Supports service level management in monitoring the impact of problems on agreed service levels, and coordinates and manages any appropriate improvement actions, in accordance with business needs and priorities, and cost-justification.
• Analyses incidents and problems (including major incidents and problems) to show trends, correlation and potential problem areas, so that actions can be taken to minimize the occurrence of incidents and to improve the process of problem reporting, analysis and resolution.
• Creates and monitors plans and strategies to investigate and resolve incidents and problems, including proactive problem management activities.
• Assesses the probable causes of incidents and consequences of existing problems and known defects, to create and improve the established problem management policy.
• Develops and maintains problem management processes and advises on any improvements that could be implemented, using any tools that may be available and also ensures that incidents are handled according to agreed procedures.

Skills on Resume: 

• Availability Planning (Hard Skills)
• Performance Analysis (Hard Skills)
• Problem Resolution (Hard Skills)
• Incident Coordination (Soft Skills)
• Preventative Measures (Hard Skills)
• Service Improvement (Hard Skills)
• Trend Analysis (Hard Skills)
• Process Development (Hard Skills)

Job Summary: 

• Manage the Service Delivery team, including IT Ops, Infrastructure (Data centers, Servers and Network), Security Ops, Incident Management, IT user support and associated third-party services
• Monitor, coordinate and manage the performance of services provided by external service providers as agreed in relevant SLAs and contracts and ensure that the service levels are achieved, and customer satisfaction is maintained and exceeded
• Accountable for the networks (LAN, WAN, WiFi and Mobile), ensuring a suitable level of performance, security, and contingency
• Provide architectural and design input to the strategic direction for the development of the Data Communications Network and supporting Infrastructure environment
• Manage the performance and availability of the Network infrastructure, including core routers and switches, data center and WAN switches, firewalls, load balancers and other network appliances, and the performance and availability of the Network services, including the proxy, DNS, DHCP, remote access and authentication.
• Produce and/or review high-level and detailed designs of the Network
• Be responsible for the network infrastructure life cycle from planning, sourcing, supplier management, operational excellence, whilst balancing cost, demand and risk
• Ensure that appropriate maintenance processes are in place to protect the performance of the service
• Manage Service Delivery risks and issues and implement action plans to address
• Manage allocation of resources and prioritize work activities to ensure delivery of priority items and support tickets

Skills on Resume: 

• Service Management (Hard Skills)
• Vendor Oversight (Soft Skills)
• Network Administration (Hard Skills)
• Infrastructure Design (Hard Skills)
• Performance Monitoring (Hard Skills)
• Lifecycle Management (Hard Skills)
• Risk Management (Hard Skills)
• Resource Allocation (Soft Skills)

Job Summary: 

• Collaboration within the Ethenterprise Application team and other IT units
• Utilizes the technologies needed to perform in one's area of expertise and understands the important technologies needed by the service
• Interface with Internal and External Customers in managing requirements for Service Requests
• Builds technical capabilities to meet the run, grow, and transform demands of the service
• Drives capacity modeling and forecasting activities
• Contributes to the service's annual budget to meet the requirements and demands of the service
• Performs study and research to provide permanent solutions for recurring issues and implement new technologies that will benefit the service
• Manages assigned Enterprise Applications as an end-to-end IT service
• Ensures service availability up time based on SLA of the assigned Applications, with the support of Technology Service Teams
• Ensures that all operational methods, procedures, facilities, and tools are established, reviewed, and maintained

Skills on Resume: 

• Team Collaboration (Soft Skills)
• Technical Expertise (Hard Skills)
• Customer Management (Soft Skills)
• Capacity Forecasting (Hard Skills)
• Budget Planning (Hard Skills)
• Problem Resolution (Hard Skills)
• Application Management (Hard Skills)
• Process Maintenance (Hard Skills)

Job Summary: 

• Manage the capacity of the service, both infrastructure and personnel, the demand for additional application integration requirements, and plan for the anticipated growth.
• Governs maintenance for the assigned Applications
• Governs all assigned enterprise Applications to enforce standards
• Ensures that a catalog of available services is created and maintained
• Be responsible for the administration of the application layer and Change Management
• Provides development support (up to L2 level)
• Be responsible for Supplier and Resource Management
• Define and enhance methodologies and practices for the life cycle management of assigned Applications in line with best practices and continuous improvement
• Implement and manage the application life cycle for status reporting, metrics, and benchmarks
• Publishing of reports generated from gathered data and analytics for the consumption of stakeholders

Skills on Resume: 

• Capacity Planning (Hard Skills)
• Application Governance (Hard Skills)
• Service Catalog (Hard Skills)
• Change Management (Hard Skills)
• Development Support (Hard Skills)
• Supplier Management (Soft Skills)
• Lifecycle Management (Hard Skills)
• Data Reporting (Hard Skills)

Job Summary: 

• Manage relationships with Application Vendors, Service Providers, and Managed Services to ensure they cost-effectively meet the needs of the service
• Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels.
• Collaborates with project stakeholders to review requirements and meet service objectives
• Involved in Project Development and assessing service requirements and project deliverables
• Provide leadership, vision, and direction to the applications organization to ensure it will contribute to the company achieving its goals
• Manage application group personnel, helping to develop their skills and capabilities to meet the needs of the organization, to address new needs and skills gaps
• Identifies and resolves issues with applications, following agreed procedures.
• Uses application management software and tools to collect agreed performance statistics.
• Carries out agreed applications maintenance tasks.

Skills on Resume: 

• Vendor Management (Soft Skills)
• Service Performance (Hard Skills)
• Stakeholder Collaboration (Soft Skills)
• Project Assessment (Hard Skills)
• Team Leadership (Soft Skills)
• Skill Development (Soft Skills)
• Issue Resolution (Hard Skills)
• Application Maintenance (Hard Skills)

Job Summary: 

• Initiates and monitors actions to investigate and resolve problems in systems, application processes, and services.
• Gathers information to enable incident resolution.
• Assists with the implementation of agreed remedies and preventative measures.
• Develops, evolves, and adapts innovation tools, processes, and infrastructures to drive the process of innovation.
• Identifies alternative solutions to exploit new technologies and automation.
• Provides support on the use of existing methods and tools.
• Configures methods and tools within a known context.
• Creates and updates the documentation of methods and tools.
• Contributes to the knowledge documentation for supporting the application being handled

Skills on Resume: 

• Problem Resolution (Hard Skills)
• Incident Management (Hard Skills)
• Preventative Measures (Hard Skills)
• Innovation Development (Soft Skills)
• Technology Integration (Hard Skills)
• Tool Support (Hard Skills)
• Process Documentation (Hard Skills)
• Knowledge Management (Hard Skills)

Job Summary: 

• Monitor and maintain request queues based on established service level agreements
• Be responsible for the delivery of the installation, configuration, troubleshooting, repair and maintenance of workstations, laptops, scan guns, and peripherals, including all hardware, software, UPSs, printers, and copiers.
• Follow standard help desk procedures, logging all requests in the help desk system and documenting resolutions within the process and knowledge base library.
• Support implementation and planning of deletions, additions and major changes to support local infrastructure.
• Recommend software and hardware solutions comprising upgrades and new acquisitions.
• Maintain and update documentation of procedures and configurations.
• Manage the entire purchase of inventory related to hardware, software and other IT supplies.
• Lead large IT projects, including the design and deployment of new IT systems and services

Skills on Resume: 

• Queue Monitoring (Hard Skills)
• Hardware Maintenance (Hard Skills)
• Software Troubleshooting (Hard Skills)
• Help Desk Support (Hard Skills)
• Infrastructure Planning (Hard Skills)
• Technical Documentation (Hard Skills)
• Inventory Management (Hard Skills)
• Project Leadership (Soft Skills)

Job Summary: 

• Ensure that on and offboarding processes are followed and delivered on time.
• Monitor performance of information technology systems to determine cost and productivity levels, and to make recommendations for improvement.
• Prepare evaluations of software or hardware, and recommend improvements or upgrades.
• Analyze business requirements by partnering with key stakeholders across the organization to develop solutions for site needs
• Perform daily system monitoring, verifying the integrity and availability of all hardware, server resources, systems, and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
• Assist the Director of IT Infrastructure and Services in determining the need for additional staff and make appropriate hiring recommendations.
• Provide hands-on technical support, guidance, mentoring, and leadership
• Manage and communicate expectations to team members and stakeholders in a timely and clear fashion
• Oversee the IT Service Delivery team members and ensure they are meeting standards and client expectations

Skills on Resume: 

• Onboarding Management (Hard Skills)
• System Monitoring (Hard Skills)
• Performance Analysis (Hard Skills)
• Business Analysis (Hard Skills)
• Technical Support (Hard Skills)
• Team Leadership (Soft Skills)
• Staff Management (Soft Skills)
• Stakeholder Communication (Soft Skills)

Job Summary: 

• Support all Arnold AFB Design/Systems Engineering efforts for Communications/IT and related specialties (e.g., Instrumentation, Data, and Controls, Control Systems, Network Engineering, Inside/Outside Plant, etc.). 
• Provide engineering reviews and suggest solutions for the analysis, design, integration, installation, testing, and life-cycle support of new and upgraded systems associated with the delivery of infrastructure capabilities and tenant requirements.
• Perform requirements analyses and conceptual designs. 
• Survey, evaluate, and provide technical advice concerning all existing infrastructures, communications, and environmental aspects of the site. 
• Provide an implementation plan reflecting the strategy, schedule, and recommendations (i.e., site architecture, topology, and configuration) for the implementation with considerations of on-site failover and continuity of operations. 
• Design, develop, install, document, and test custom solutions and their infrastructures. 
• Provide Network Management and technical expertise in the area of Communications Engineering with an emphasis on distribution systems for highly complex and critical communications projects. 
• Specify, design, implement, test, integrate, and support requirements for AF IT infrastructure to meet mission requirements and regulatory constraints, within a required time frame designated by the Government.
• Provide technical and management support for future efforts to transition the base from the existing LAN/MAN to newer technologies. 
• Investigate and analyze innovative and emerging technologies that most economically and efficiently improve not only IT system performance and support, but also mission performance. 
• Constantly evaluate the existing and planned information technology environment, assess areas for improvement, make recommendations, and implement directed changes. 

Skills on Resume: 

• Systems Engineering (Hard Skills)
• Infrastructure Design (Hard Skills)
• Requirements Analysis (Hard Skills)
• Technical Evaluation (Hard Skills)
• Implementation Planning (Hard Skills)
• Network Management (Hard Skills)
• Technology Integration (Hard Skills)
• Performance Improvement (Soft Skills)

Job Summary: 

• Lead and manage the internal IT Service Delivery teams through performance management, coaching, mentoring and day-to-day direction
• Manage suppliers of technology services
• Manage and oversee all production systems
• Manage and oversee all technology obsolescence, intervening to ensure the technology estate secures investment and resources to keep all systems and services current
• Proactively identify, assess, manage and report IT-related risks.
• Plan and execute mitigation and contingency actions
• Contribute to the design and application of robust IT Security controls and processes
• Participate and contribute to the identification and selection of solutions and suppliers for new technology requirements, ensuring that appropriate service introduction standards and processes are followed
• Plan and manage the costs associated with the running and maintenance of systems, identifying opportunities to contain and manage costs through efficiency, strategic investment and replacement/retirement of legacy/end-of-life solutions and related infrastructure.
• Identify and deliver IT continuous-improvement initiatives within corporate policy and guidelines to ensure adoption of relevant best practices for optimizing IT costs, improving system performance, and delivering new technology
• Contribute as a member of the IT Leadership Team (ITLT) to the smooth running and leadership of the IT department

Skills on Resume: 

• Team Leadership (Soft Skills)
• Supplier Management (Hard Skills)
• System Oversight (Hard Skills)
• Risk Management (Hard Skills)
• Security Controls (Hard Skills)
• Cost Management (Hard Skills)
• Process Improvement (Soft Skills)
• Strategic Planning (Soft Skills)

Job Summary: 

• Assist with the integration of cloud services
• Understands risk and impact to the customer's business, for any incidents related to the products, services, technologies and processes provided to or affecting the business of the customer
• Creating and maintaining relationships with suppliers, partners and customers
• Understands and contributes to the current position and future strategies for service management, methodology and approach.
• Ensure operational services deliver to agreed SLA’s and KPI’s
• Work with the aligned client director and sales support to recognize new opportunities.
• Be a trusted advisor to the customer, an extension of the customer team.
• Engage account stakeholders to ensure that the scope of the service and deliverables are fully understood.
• Manage both the business and customer risks relating to the delivery of service with appropriate levels of escalation at the right time.
• Prepare service delivery documentation, including regular internal and external reporting, client satisfaction and meeting minutes.
• Understand the cost of service delivery, with a view to reducing internal costs.
• Work effectively with customers, understanding and supporting their business goals whilst maintaining the strategic and commercial position.

Skills on Resume: 

• Cloud Integration (Hard Skills)
• Risk Assessment (Hard Skills)
• Relationship Building (Soft Skills)
• Service Strategy (Hard Skills)
• SLA Management (Hard Skills)
• Opportunity Recognition (Soft Skills)
• Client Advising (Soft Skills)
• Cost Optimization (Hard Skills)

Job Summary: 

• Monitor, control and support service delivery
• Ensure systems, methodologies and procedures are in place and followed
• Maintain high-performing service support functions (IT Operations)
• Oversee Incident, Request, Change and Escalation processes and ensure a high level of performance, report and establish service improvement activities
• Communication between internal and external teams
• Coordinate IT Operation teams to ensure that provided services are delivered to high standards of stability, performance and security
• Work with the project rollout teams to develop standards and meet customer expectations
• Deliver presentations and reports for operational and management levels to establish full transparency of the provided services

Skills on Resume: 

• Service Delivery (Hard Skills)
• Process Management (Hard Skills)
• Operations Management (Hard Skills)
• Incident Oversight (Hard Skills)
• Team Communication (Soft Skills)
• Performance Coordination (Hard Skills)
• Customer Alignment (Soft Skills)
• Report Presentation (Soft Skills)

Job Summary: 

• Be responsible for high-level relationship management and act as client liaison during the delivery of an outsourced solution, whether it is an IT or business process outsourced solution.
• Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship.
• Works to grow the client relationship by identifying new business opportunities.
• Works with the delivery team to execute on contract terms and conditions and to ensure on-time delivery of projects that support the client’s business.
• Determines methods and procedures for new assignments and may coordinate activities of other personnel.
• Coordinating and managing team activities across multiple business-critical, complex, and time-sensitive projects
• Directly supporting areas of the EMEA business
• Improving communication and reporting within the region

Skills on Resume: 

• Client Management (Soft Skills)
• Relationship Building (Soft Skills)
• Business Development (Soft Skills)
• Contract Execution (Hard Skills)
• Project Coordination (Hard Skills)
• Team Management (Soft Skills)
• Regional Support (Hard Skills)
• Communication Improvement (Soft Skills)

Job Summary: 

• Collaborates with Logicalis support team, Solution Architects, Account Executives and internal Managed Services staff, in support of client deliverables.
• Reviews and audits Service Level Agreements (SLAs) performance and communicates any failures.
• Leads and manages the Service Delivery Review Program on behalf of the client.
• Participates in the Change Review process for clients, ensuring client satisfaction and contractual integrity is maintained.
• Project Management and oversight of Service Delivery projects, including mass equipment deployment, software releases, etc.
• Procurement of IT services and equipment (computers, peripherals, phones, wireless technologies, cabling, etc.).
• Enables the support team through client-specific training.
• Acts as a communication focal point for service affecting incidents.
• Ensures monthly billing is accurate and time and materials (T&M) efforts are properly tracked.
• Provides the account team with new opportunities within client accounts.
• Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
• Maintains a working knowledge of applicable Federal, State, and Local laws and regulations, as well as policies and procedures of Logicalis to ensure adherence in a manner that reflects honest, ethical, and professional behaviors.
• Supports and conducts self in a manner consistent with client service expectations.

Skills on Resume: 

• Team Collaboration (Soft Skills)
• SLA Management (Hard Skills)
• Service Review (Hard Skills)
• Change Management (Hard Skills)
• Project Oversight (Hard Skills)
• IT Procurement (Hard Skills)
• Client Training (Soft Skills)
• Billing Accuracy (Hard Skills)

Job Summary: 

• Contribute to the retention and growth of a specific customer, or a portfolio of customers, by co-creating value
• Single point of contact or operational interface to the customer and driving business improvements internally within TomTom.
• Building relationships with key customer stakeholders, this could be onsite or remote.
• Overall accountability for customer service level agreements (SLAs)
• Setting up Operational Level Agreements (OLAs) and Service Level Objectives (SLOs) with internal service providers
• Ensuring Service Level Targets are met, monitoring and reporting are in place to manage the customers' services
• Ensuring processes are in place to mitigate any potential outages and ensuring plans are in place to avoid repeatable outages
• Working with the cross-functional teams, NOC, Incident, Problem and Change to ensure SLA compliance.
• Build relationships with internal engineering teams to safeguard the customer from potential outage scenarios
• Transition of new accounts to be operationally ready
• Accountable for the customer operational documentation, service descriptions, and standard operating procedures
• Managing day-to-day operational issues and injecting into P1 incidents
• Customer correspondence, governance reports, root cause analysis, and incident updates
• Establishing and tracking a Continuous Service Improvement plan

Skills on Resume: 

• Customer Retention (Soft Skills)
• Account Management (Soft Skills)
• Stakeholder Engagement (Soft Skills)
• SLA Oversight (Hard Skills)
• Service Monitoring (Hard Skills)
• Incident Management (Hard Skills)
• Operational Transition (Hard Skills)
• Continuous Improvement (Soft Skills)

Job Summary: 

• Proactively manage customer experience across the lifecycle of the core offerings.
• Accurately forecast, track and report on all recurring service-based customer engagements across the core offerings.
• Drive adherence to NWN best practices in the execution of all monitoring, management and lifecycle adoption services.
• Ensure proactive, timely and professional communications with customers throughout the managed solutions lifecycle.
• Ensure all offerings are delivered according to the outcomes and metrics defined in the value-based customer engagement process.
• Proactively advocate for customers across the entire NWN organization.
• Manage the day-to-day workload of NWN engineers with a focus on customer outcomes, efficiency and accountability.
• Personally accountable for successfully delivering the core offerings with quality and consistency.
• Case management oversight, managing escalation to ensure quality delivery. 
• Work collaboratively with technical delivery teams to resolve problems.

Skills on Resume: 

• Customer Experience (Soft Skills)
• Service Forecasting (Hard Skills)
• Process Adherence (Hard Skills)
• Customer Communication (Soft Skills)
• Outcome Management (Hard Skills)
• Customer Advocacy (Soft Skills)
• Workload Management (Hard Skills)
• Escalation Oversight (Hard Skills)

Job Summary: 

• Maintaining positive relationships with customers.
• Identifying customer needs and overseeing service delivery within the business context.
• Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently while helping them understand resource constraints and prioritization
• Juggling multiple and conflicting priorities in a timely and sensitive way, with full transparency to the ETSj and ETS-Asia organization
• Determining ways to reduce costs without sacrificing customer satisfaction.
• Assessing customer feedback and using creativity to establish, improve, and refine services.
• Remaining organized and meeting deadlines.
• Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
• Holding the teams to the highest standards, project/program discipline and accountability

Skills on Resume: 

• Customer Relations (Soft Skills)
• Service Oversight (Hard Skills)
• Team Leadership (Soft Skills)
• Priority Management (Soft Skills)
• Cost Optimization (Hard Skills)
• Service Improvement (Soft Skills)
• Time Management (Soft Skills)
• Cross Collaboration (Soft Skills)

Job Summary: 

• Continuously improving the technical delivery model and strategy, implementing and managing delivery with the associated teams
• Initiate, build and sustain productive relationships
• Serve as an escalation point for customer concerns if/when they arise
• Identify an appropriate resolution to achieve client satisfaction promptly
• Help develop the ETSj strategy and plan that best leverages resources and strategies to meet customer expectations
• Monitor and manage end-to-end delivery of programs and projects sponsored by one or more customer groups to scope, time and budget
• Enforce standard methodologies, processes and tools
• Provide leadership and direction to project team members
• Evaluate and identify potential redundant applications, infrastructure and tools

Skills on Resume: 

• Delivery Optimization (Hard Skills)
• Relationship Building (Soft Skills)
• Issue Escalation (Soft Skills)
• Client Resolution (Soft Skills)
• Strategic Planning (Hard Skills)
• Project Management (Hard Skills)
• Process Enforcement (Hard Skills)
• Team Leadership (Soft Skills)

Job Summary: 

• Identify appropriate product/service offerings to meet the client’s needs
• Develop, negotiate with customers and overcome obstacles
• Manage multiple teams to deliver projects in alignment with customer needs, with transparency to IT Services and customer stakeholders.
• Identify, manage and resolve complex issues, preventing escalations
• Manage, negotiate and resolve project risks effectively
• Create an open, honest, accountable and collaborative team environment
• Deliver projects/program/service to each of the customers in their span of control
• Know the status of projects in his/her span of control and any key issues that may impact scope or budget
• Synthesize and communicate project and business issues on an ongoing basis, manage the group’s awareness of major business and IT issues, and help to prevent escalations

Skills on Resume: 

• Client Solutions (Hard Skills)
• Negotiation Skills (Soft Skills)
• Team Management (Soft Skills)
• Issue Resolution (Soft Skills)
• Risk Management (Hard Skills)
• Team Collaboration (Soft Skills)
• Project Delivery (Hard Skills)
• Status Reporting (Hard Skills)

Job Summary: 

• Management of key staff responsible for Projects and Installations.
• Be responsible for career development and appraisals.
• Problem and Incident management ensuring that SLA’s are achieved and client expectations are met (or exceeded).
• Service transition for customers as services are added or removed.
• Implement a functional PMO approach to manage project risk.
• Develop and implement a project accounting approach to identify project profitability.
• Ensure the company tools and information systems are utilized correctly and relevant information is provided.
• Definition of service level agreements (SLAs) related to contracted services and ensure that escalation flows are in place, advise technically on escalations.
• Build service relationships with clients.
• Ensure quality and profitable services are performed to the agreed SLA.
• Specify systems, processes and methodologies to ensure effective monitoring, control and support of service delivery.
• Ensure reports are provided to an agreed schedule (or on request), including management and account performance reports.
• Attend client service review meetings, areas covered will include performance reports, service improvements, quality and processes. 

Skills on Resume: 

• Staff Management (Soft Skills)
• Career Development (Soft Skills)
• Incident Management (Hard Skills)
• Service Transition (Hard Skills)
• Project Governance (Hard Skills)
• Project Accounting (Hard Skills)
• Client Relations (Soft Skills)
• Performance Reporting (Hard Skills)

Job Summary: 

• Support and enhance information management systems for the firm's front office
• Served as the primary point of contact for the supply chain, finance, and sales team, and assisted business users to resolve IT-related issues, including SAP B1 (SAP Business One), TrueCommerce EDI, AFS, etc.
• Provides day-to-day operational support of the IS function, utilizing ticketing systems to provide clear visibility into problem areas
• Collaboration with key business partners/users to define business needs and priorities, drive implementation, and act as the liaison between the local business and the IT team
• Ensures that the transition to any new business tools goes smoothly and the result is optimized for business outcomes and meets business requirements. 
• Institute local IS procedures for the maintenance of information systems
• Participation in the book of needs, tool selections
• Define, challenge and validate technical prerequisites/compatibilities and interfaces
• Delivers IS projects for the firms and ensures projects are on time and within budget, using local or matrix teams from France
• Drives project and business objectives in partnership with project team members
• Participate in global projects for the implementation phase

Skills on Resume: 

• Information Systems (Hard Skills)
• Technical Support (Hard Skills)
• Ticket Management (Hard Skills)
• Business Collaboration (Soft Skills)
• System Transition (Hard Skills)
• Process Implementation (Hard Skills)
• Project Delivery (Hard Skills)
• Global Coordination (Soft Skills)

Job Summary: 

• Coordinate service restoration during system/application incidents
• Managing communications with the allies in the business using terms and language that they understand (translating Tech-speak to business language)
• Analyze incident trends, identifying repeat incidents and determining where the application of problem-solving efforts will reap the biggest benefits for the organization.
• Works throughout the entire organization, leveraging other resources for knowledge, skills, and assistance in the diagnostic process.
• Directs, develops, implements and maintains the Change Management process.
• Reviews and approves change requests, risk mitigation strategies, back-out, and change communication plans.
• Seeks and implements continuous improvement of Change Management standards and processes to better meet business objectives.
• Contributes to and benefits from thinking and practice in the broader Change Management field through active participation in professional development activities.
• Broad technology understanding across Cloud, Mainframe, Midrange, Distributed Systems, Storage and Networks
• Multitask, prioritize, and exercise excellent judgment and decision-making in a stressful environment
• Influence others outside of the immediate area

Skills on Resume:  

• Incident Coordination (Hard Skills)
• Business Communication (Soft Skills)
• Trend Analysis (Hard Skills)
• Cross Collaboration (Soft Skills)
• Change Management (Hard Skills)
• Process Improvement (Hard Skills)
• Technical Knowledge (Hard Skills)
• Decision Making (Soft Skills)

Job Summary: 

• Act as a Business Partner in the development and ownership of strong relationships with internal and external stakeholders for the effective implementation of technical solutions and business outcomes
• Owning the ITIL processes of Incident, Problem, Change, and Release Management, ensuring high levels of performance in these processes, accurate reporting and documentation and establishing service improvement activities
• Leading the implementation, monitoring and controls framework for service delivery
• Ensuring systems, methodologies, policies and procedures are in place and followed, in addition to addressing escalations and driving problem resolution within these service towers
• Championing Service and Support in projects and developing a strong understanding of projects impacting the service area and ensuring service impact is minimized and agreed
• Driving internal and third-party service review meetings covering performance, service improvements, quality and processes
• Analyzing the performance of IT service management activities, identifying problem areas, and devising and delivering solutions to enhance the quality of service and to prevent future problems
• Working with internal and third-party teams to ensure actions are taken and completed to protect and improve services while ensuring seamless delivery of operations
• Provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
• Ensuring all documentation for all projects is created and maintained to facilitate proper change controls and governance.
• Ensuring business processes and complex technical specifications are properly documented and stored in the appropriate systems maintained up to date
• Ensuring system documentation (configuration) is created and maintained up to date, including procedural manuals, training videos, best practice documents, etc.
• Tracking all vendor agreements and documentation, and the measurement of vendor performance against SLAs to ensure contractual terms are met and continuous improvement

Skills on Resume: 

• Stakeholder Management (Soft Skills)
• ITIL Management (Hard Skills)
• Service Framework (Hard Skills)
• Problem Resolution (Hard Skills)
• Project Support (Soft Skills)
• Performance Analysis (Hard Skills)
• Vendor Management (Hard Skills)
• Technical Documentation (Hard Skills)

Job Summary: 

• Collaborate in a centralized and global team whose role is critical in helping UBS deliver the service its clients expect
• Drive a strategic agenda to prevent technology incidents and reduce the business impact
• Chair and drive root cause analysis sessions with diverse stakeholders across the technology organization
• Proactively identify problem causes and take ownership of root cause analysis and resolution.
• Participate in problem management forums to improve the ability to achieve faster, accurate root cause identification and elimination
• Identify and implement improvement opportunities in the incident and problem management
• Collaborate with peers to improve how problem management interfaces with other processes
• Refine stakeholder process and toolset requirements and support toolset developers to see requirements implemented successfully in production
• Drive a positive behavior and collaboration culture, by training, inspiring and motivating stakeholders to maintain immaculate standards in their operational execution

Skills on Resume: 

• Incident Prevention (Hard Skills)
• Root Cause Analysis (Hard Skills)
• Problem Resolution (Hard Skills)
• Process Improvement (Hard Skills)
• Stakeholder Collaboration (Soft Skills)
• Toolset Implementation (Hard Skills)
• Behavioral Leadership (Soft Skills)
• Team Motivation (Soft Skills)

Job Summary: 

• Ensure that service improvements and optimization activities for IT Infrastructure services are identified and delivered to reduce negative business impact.
• Work with the UK IT Infrastructure Manager and other Service Delivery Managers in delivering the infrastructure vision for the company.
• Manage infrastructure incidents with suppliers, including managing comms, technical bridges through to resolution, and be responsible for RCA production and defining with suppliers preventative action plans to avoid further business outages.
• Cooperate with Infrastructure Architects to deliver agreed goals and supporting processes.
• Participate in the relevant IT service governance bodies of the Group Infrastructure teams.
• Work with the IT Infrastructure Architect and third-party suppliers in analyzing risks related to infrastructure components and provide mitigations and/or necessary actions.
• Be responsible for commercial arrangements with relevant providers, ensuring they meet contractual obligations, working in conjunction with the IT commercial management team.
• Manage Infrastructure change provided by Infrastructure suppliers (triage them, monitor progress and manage escalations).
• Be responsible for managing KPIs defined for services provided by Infrastructure suppliers.
• Engage directly with ITSEC to ensure all security risks to infrastructure are managed and any infrastructure implementations follow ITSEC processes and guidelines.

Skills on Resume: 

• Service Optimization (Hard Skills)
• Infrastructure Management (Hard Skills)
• Incident Coordination (Hard Skills)
• Supplier Management (Hard Skills)
• Risk Mitigation (Hard Skills)
• Governance Participation (Soft Skills)
• Contract Management (Hard Skills)
• Security Compliance (Hard Skills)

Job Summary: 

• Analyzing customer requirements, identifying potential challenges and constraints to implement and deliver Networking and telecommunications services to all Enel North American businesses.
• Addressing technical issues and resolving them with the team and in a large-scale environment, following the company's global policies and procedures, and continuously developing and maturing existing IT/OT Networking infrastructure.
• Coordinating project resource planning and coordinating project execution with the team and with suppliers, by providing consolidated status reports to stakeholders and to management.
• Coordinating the Incident, Request, Change, and Escalation processes, ensuring high levels of performance, accurate reporting and establishing service improvement activities.
• Ensuring the highest level of quality is delivered by the team and by the suppliers in the daily maintenance and infrastructure management activities.
• Defining and coordinating local service delivery processes by implementing standard procedures and adopting the global Service Delivery model.
• Interfacing with suppliers to ensure service is delivered with excellent quality and by respecting all contractual, technical and economic terms and according to the specifications defined by the team and/or by the project’s requirements.
• Collaborating with Development and QA teams on new service and functionality introduction into production
• Ensuring the appropriate Monitoring, Automation, and AI/ML Solutions are in place to rapidly identify and recover from any service-impacting events, and continuously improve MTTR.

Skills on Resume: 

• Requirement Analysis (Hard Skills)
• Technical Resolution (Hard Skills)
• Project Coordination (Hard Skills)
• Process Management (Hard Skills)
• Quality Assurance (Hard Skills)
• Service Delivery (Hard Skills)
• Supplier Coordination (Hard Skills)
• System Monitoring (Hard Skills)

Job Summary: 

• Contribute directly to the strategy, development and quality of IT Service Management and the company's service delivery capability.
• Ensure their effective delivery, management and improvement to meet company and client needs.
• Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.
• Own and lead the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcomes.
• Develop both short and long-term service and process goals and maturity levels to be achieved over the specified time period.
• Partner and collaborate with other teams to deliver a holistic ITSM program with a coordinated set of continuous improvement initiatives.
• Work within the management structure to provide thought leadership on ITSM and ITIL process development, the current position, roadmap and strategic direction.
• Procurement of IT services and equipment (computers, peripherals, phones, wireless technologies, cabling, etc.).
• Establish and enforce policies and procedures in line with security and strategic objectives.
• Ensuring/augmenting staff knowledge of credit union operations.

Skills on Resume: 

• Service Strategy (Hard Skills)
• Performance Reporting (Hard Skills)
• Process Improvement (Hard Skills)
• Goal Development (Hard Skills)
• Cross Collaboration (Soft Skills)
• ITSM Leadership (Soft Skills)
• IT Procurement (Hard Skills)
• Policy Enforcement (Hard Skills)