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IS Service Manager, Sales & Service
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- The key actor of Service Management within IS, the Service Manager ensures that the Application Maintenance and Support Services are delivered to users according to the service levels' commitments.
- Service Manager will also be responsible for managing application obsolescence and ensuring application security compliance.
- Design the service and ensure it is formalized, communicated and known : define business SLA and manage their evolution; promote usage of service to end-users and maximize usage of service features; ensure accuracy of published service catalog and referential (intranet, ticketing, etc).
- Implement the service: Follow carefully what the partners deliver; Coordinate high severity incidents resolution; Lead problems resolution; Review Root Cause Analysis (RCA) when needed.
- Guarantee technical and functional consistency on the service scope: Follow-up changes implementation and identify changes-related incidents and problems; Provide upstream inputs (at initiative level) to ensure that necessary prerequisites are taken into account; Identify potential risks induced by a project to decide of GO / NO GO; Escalate when necessary; Downstream: make sure prerequisites to transition from project to run are met (support organization, user training
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