IT Service Management Specialist

Purpose of the Position:

• Responsible for developing and maintaining information and knowledge content for the organization to enable productivity, improve customer experience and business decision making with accurate, timely, and consistent information.

Key Responsibilities:

1. Ensures that the Service Catalogue are maintain, kept accurate and up-to-date - 25%
2. Develops and initially conducts the negotiation of the Service Level Agreements (SLA) and ensures that these are met - 25%
3. Ensures that all IT Service Management processes, Operational Level Agreements (OLA) and Underpinning Contracts (UC) are aligned with the agreed service level targets - 20%
4. Ensures that all services follow the quality, security and design standards inclusive of the required - 25%
5. Provides support for the initiatives set by the Section/Division/Department - 25%

Scope and Limitations:

1. Coordinate and Control all the related activities of the unit functions and provide final review and approval.
2. Assist and contributes in creating actions to be taken for internal and external customer servicing to ensure consistent and uniformed delivery of service attuned to the established SLAs
3. Recommends new processes, procedures and/or guidelines for the improvement of the quality of service delivered by the units of the department
4. Assist in the resolution of issues/concern/problem that affects several units of the company, providing solutions and appropriate action to satisfy and address all concerns
5. Defines new or updates standard operating procedures and guidelines if required to increase productivity and efficiency
6. Assist in the identification of the core issue/s in the assessment of problem and recommends alternative courses of action in resolving the problem
7. Capable of delivering presentations to any audience within or outside the company either to promote the company's products and services or explaining any situation / problems being addressed
8. Relates the business and technical aspects of the company's products, services and operations to ensure the efficient utilization of resources
9. Requires an adaptive and creative thinking to provide decisive and alternative approaches in process, procedures and guideline formulation as well as in the area of problem solving
10. Able to process and discern what is applicable and best suitable method to be used in the improvement of the services and functions handled
11. Assures that functions and services rendered are accurate and precise to avoid any system outages that affects the companys image and reputation and its overall efficiency
12. Provides monthly report for all SLAs for all units of ITD
13. Continuously devise and promote cost cutting measures to ensure unit operates within operating budgets set
14. Perform other duties that may be assigned by the immediate supervisor

Qualifications:

• Must be a graduate of an I.T/ Computer Science or related Engineering or Technology Courses
• Must have at least 3 years of exposure in Data Center Operations / Technical Support related work. 
• Must be a good team player with a customer-oriented attitude and excellent oral and written communication skills. 
• Must possess excellent supervisory skills.
• Must have excellent project management skill and has the capability to handle multiple projects concurrently.
• Must have extensive people management skills