RESPONSABILITATI / BENEFICII:
Delivering the agreed services in compliance with the Service Provision Agreements (individual components of the IT-infrastructure) and the Service Level Agreements (the services based on them). The organization and the combination of the work-flows, ensuring the timely and correct performance of the assignments.
Functional management and coaching of group(s) colleagues, matching of the required capacities, training requirements and competencies of the colleagues about the workload, delivering input for the review of colleagues to the Resource Manager.
Continuing analyzing and performing the preventive monitoring of the own service provision, performing the analysis, making trend analyses, preparing (or getting prepared) management reporting, initiating improvement processes and leading improvement projects, supporting and guaranteeing the implementation of new service providing, including related procedures. Initiating impact analysis on security risk and risk of losses
Setting up and supervising budgeting and ensuring the utilization.
Forging and maintaining an optimal working relationship with new and existing customers and with other Front Line Managers which are relevant for the quality of the own service provision. Acting as a complaint point for customers.
Pursuing and supervising the agreed service level as the delivered service in relation to quality, quantity, effectiveness and efficiency. Supervising of the availability of the IT infrastructure which belongs to the persons own unit of responsibility and ensuring adequate handling of the failures.
Evaluating and where necessary (and possible) forwarding the delivered services in agreement with customers.
|
