Information Technology Service Manager Job in Unusual Hire

Job roles & responsibilities:

• Establishing and maintaining a constructive relationship between the service provider and the customer based on understanding the customer and their business drivers
• Identifying changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided
• Establishing and articulating business requirements for new services or changes to existing services
• Ensuring that the current and future service level requirements (service warranty) of customers are identified, understood and documented in SLA (Service Level Agreement) and service level requirements (SLR) documents
• Negotiating and agreeing levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAs
• Negotiating and agreeing OLAs (Operational Level Agreements) and, in some cases, other SLAs and agreements that underpin the SLAs with the customers of the service
• Ensuring that targets agreed within underpinning contracts are aligned with SLA and SLR targets
• Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence
• Ensuring that service performance reviews are scheduled, carried out with customers regularly and documented, with agreed actions progressed
• Reviewing service scope, SLAs, OLAs and other agreements on a regular basis, ideally at least annually
• Ensuring that all changes are assessed for their impact on service levels, including SLAs, OLAs and underpinning contracts, including attendance at change advisory board (CAB) meetings if appropriate
• Identifying all customers and other key stakeholders to involve in SLR, SLA and OLA negotiations
• Managing customer complaints including their recording, management, escalation (where necessary) and resolution

Essential qualification:

• S. degree in Computer Science, Software Engineering, Electrical Engineering, Applied Mathematics or related field of study.
• 1-3 years of experience developing, delivering, and/or supporting data engineering, advanced analytics or business intelligence solutions
• Strong mathematics background, analytical, problem solving, and organizational skills