Service Level Management Senior Analyst will provide vision and leadership for IT service management within Information Technology at The client, by developing and implementing a comprehensive service management program to standardize incident and problem management tools and processes relative to a standardized service management (ITIL) process framework. This position is also responsible for working across IT groups to facilitate the negotiating and managing of Service Level Agreements between the business, IT and service providers. This person must have experience designing/developing enterprise reporting metrics across Enterprise System Management toolsets and reporting dashboards/portals. The successful incumbent will establish critical functional objectives; determine major task assignments and monitor performance to ensure compliance with established expectations. This position will work across IT cross functional groups to develop requirements for reporting, incident and problem management and improve existing operational processes, by establishing organizational and operational policies, procedures, and goals to administer the functions of the ITIL service management support and delivery disciplines. This position will provide overall leadership and direction to the IT service management staff and leadership/mentoring to process owners and process coordinators within The client's. Major Opportunities and Decisions: (Describe the more difficult and/or complex challenges or opportunities and decisions faced in doing work, improving processes or meeting customer needs. Where must position focus to be successful?) A successful candidate will demonstrate a comprehensive background in documenting incident and problems management practices within a dynamic environment. They will be able to effectively create new policies and procedures, providing senior management with compliance metrics/reports sufficient to enforce these policies. ActivityFacilitate the design of comprehensive processes to manage incidents across all areas of IT. Review existing procedures and recommend/implement modifications where necessary. Establish SLA metrics for all applications and infrastructure within IT (Starting with top 20 applications). Design and develop compliance reporting that supports enforcement of SLA standards. Recommend policies and procedures to ensure SLM implementation is successful. Ensure subject matter is well documented and accessible to all of IT. Manager of SLM team initially responsible for a small team of support personnel.
Requirements:
Competencies/Skills: " Excellent oral and written communication skills, including ability to deliver presentations to audiences of different levels and technological sophistication" Ability to verbally present complex concepts and technical information to a non-technical audience in a clear and concise fashion. " Strong interpersonal skills to conduct business with others in a diplomatic, professional manner. " Ability to manage multiple projects and successfully handle multiple tasks. Knowledge: " Operational understanding of both Microsoft operating systems and Unix operating systems. " Operational understanding of EMC, CISCO, and IBM technologies. Capabilities sufficient to work on complex problems where analysis of situations or data requires an in-depth evaluation of factors. Education: " College degree required, major in Computer Science, Engineering or MIS Experience: " Ten plus years of information systems management and project management experience. " Five plus years of information systems experience directly related to service management, ITIL, and IT operations. " Must have experience with systems development, project management and package selection/implementation methodology. " Experience in the development and implementation of an enterprise-wide ticket/tracking management system is desired." IT Service Management experience, including developing and executing processes and procedures based on ITIL best practices desired.
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Friday, March 31, 2006