Director Service Management

Purpose & Overall Relevance for the Organization:
- IT service management is the craft of implementing, managing, and delivering IT services to meet the needs of the organization. It ensures that the appropriate mix of people, processes, and technology are in place to provide value.- Key Responsibilities:
- Availability management
Provides advice, assistance and leadership associated with the planning, design and improvement of service and component availability, including the investigation of all breaches of availability targets and service non-availability, with the instigation of remedial activities.
-Plans arrangements for disaster recovery together with supporting processes and manages the testing of such plans.
- Service level management
Ensures that service delivery meets agreed service levels.
-Creates and maintains a catalogue of available services.
-In consultation with the customer negotiates service level requirements and agrees service levels.
-Diagnoses service delivery problems and initiates actions to maintain or improve levels of service.
-Establishes and maintains operational methods, procedures, and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.
- Service acceptance
Engages with technical design and project managers or Project Management Office, to ensure correct products are produced, in a timely fashion.
-Evaluates the quality of project outputs against agreed service acceptance criteria.
- Change management
Develops implementation plans for complex requests for change.
-Evaluates risks to the integrity of service environment inherent in proposed implementations (including availability, performance, security, and compliance of the business services impacted).
-Seeks authority for those activities, reviews the effectiveness of change implementation, suggests improvement to organizational procedures governing change management.
-Leads the assessment, analysis, development, documentation, and implementation of changes based on requests for change.
- Release and deployment
Leads the assessment, analysis, planning and design of release packages, including assessment of risk.
-Liaises with business and IT partners on release scheduling and communication of progress.
-Conducts post release reviews.
-Ensures release processes and procedures are applied and that releases can be rolled back as needed.
-Identifies, evaluates, and manages the adoption of appropriate release and deployment tools, techniques, and processes (including automation).
- Capacity management
Manages capacity modelling and forecasting activities.
-Pro-actively reviews information in conjunction with service level agreements to identify any capacity issues and specifies any required changes.
-Provides advice to support the design of service components including designing in flexible and scalable capacity.
-Works with business representatives to agree and implement short
- and medium-term modifications to capacity.
-Drafts and maintains standards and procedures for service component capacity management.
-Ensures the correct implementation of standards and procedures.
- Problem management
Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services.
-Ensures that such problems are fully documented within the relevant reporting system(s).
-Enables development of problem solutions.
-Coordinates the implementation of agreed remedies and preventative measures.
-Analyses patterns and trends.
- Incident management
Ensures that incidents are handled according to agreed procedures.
-Investigates escalated incidents to responsible service owners and seeks resolution.
-Facilitates recovery, following resolution of incidents.
-Ensures that resolved incidents are properly documented and closed.
-Analyses causes of incidents and informs service owners to minimize probability of recurrence and contribute to service improvement.
-Analyses metrics and reports on performance of incident management process.
- Relationship management
Identifies the communications and relationship needs of stakeholder groups.
-Translates communications/stakeholder engagement strategies into specific activities and deliverables.
-Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining, and working to stakeholder engagement strategies and plans.
-Provides informed feedback to assess and promote understanding.
-Facilitates business decision-making processes.
-Captures and disseminates technical and business information.
- People Management / Resource Management-
Supports resource planning and may have full responsibility in recruiting process.
-Implements resource plans, including conducting recruitment interviews.
-Facilitates selection, assessment and on-boarding processes, and internal resource allocation.
-Contributes to transitioning of resourc