Senior IT Service Delivery Specialist

Job Overview

The role of the Incident Manager plays a critical part in overseeing and implementing the incident management process, with a focus on Major Incident Management (MIM).

This position ensures that IT services are restored as quickly as possible following an incident, minimizing business impact and maintaining high levels of customer satisfaction.

The Incident Manager works closely with process owners to uphold service quality, drive continuous improvement, and maintain compliance with ITSM standards.

Key Responsibilities

• Continuously monitor service performance metrics to identify potential issues before they impact users.
• Analyze performance data to identify trends and areas for improvement.
• Ensure incidents are properly logged, categorized, prioritized, and assigned.
• Monitor incident queues and timely resolution according to SLAs.
• Focus will be incident monitoring; however, Service Request monitoring will also be part of daily activities.
• Be the Incident and Major Incident Coordinator ensuring timely resolution of service performance issues.
• Ensure timely and precise communication with the IT department and end users.
• Closely collaborate with ITSM process owners.
• Provide feedback and support the development of incident management policies, procedures, and standards.
• Support managing incoming complaints to ensure customer issues are addressed promptly and effectively.
• Analyze complaint data to identify root causes and support implementing corrective actions.
• Identify opportunities for service improvement and implement initiatives to enhance service quality.
• Collaborate with cross-functional teams to drive continuous improvement efforts.
• Prepare and present regular reports on service performance, incidents, and complaints to senior management.
• Effectively communicate with stakeholders regarding service performance and improvement initiatives.
• Support maintenance of accurate documentation of service performance metrics.

Requirements

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