Service Management Delivery Coordinator - Operations

Job Description:

A little about the department

Service Management Deliver Coordinator can analyse relevant data to identify appropriate corrective actions as part of ensuring adherence to Service Management processes e.g. Run Daily Service Review, Inventory Reconciliation, Major Incident review

Your job will be:

This role reports to the Regional HUB lead from a functional point of view and to the Service Management Regional Operations Manager from a Business point of view and is a multi-disciplined cross functional role covering:

• Incident, Problem and Service Level Management (SLM)

• Asset and Configuration Management

• Capacity, Availability, Change and Release Management

• Service Request and Knowledge Management

The general responsibilities include day to day tasks:

• Inventory Reconciliation

• Preparation and Distribution of Change Advisory Board (CAB) meetings, agenda, distribute meeting minutes.

• Implement Process Improvements Tasks

• Run Daily Service Review (DSR)

• Daily Service Review Meetings (DSR)

• Weekly Global Delivery Network (GDN) resolver backlog meeting

• Monitor workflow reassignments queue

• Initiate Collaborative Work Team

• Review Service Level Agreement (SLA) failures

• Major Incident review

• Management of a completed root cause analysis and remedial actions for incidents classified as P1 / P2 with an unknown root cause.

• Management and tracking of Incident Reduction activities

• Perform analysis to identify, predict, and prevent negative service impacts.

• Ensure the implementation of measures to avoid reoccurrence of incidents

• Problem Management related Continual Service Improvement activities.

• Service Level Calculation

• Facilitate improvement plan for SLA failures

• Produce, analyze and provide commentary for the Monthly Service Report (SLA Performance)

• Work with the account Service Management & GDN Leads to ensure SLA Performance as contractually required.

• Maintain SLM Work Instructions (Performance Management Guides, SLA Specification Sheets, etc.).

• Coordinate Chair, Monitor Attendance and Scribe the Daily DSR according to Global standards.

• Record, track & calculate SLA’s based on exclusions identified during GDN validations

Specific Accountabilities and Responsibilities:

• Business/Functional
  
  
• Understanding of service management lifecycle, ITIL-based service management processes/functions framework
  
  
• Understanding of service catalogue for GESM, including relationship of services to each other, to projects, to services and offerings of other business units (GBS/consulting, vertical solutions), and elemental technologies/products
  
  
• Awareness of and commitment to ESM Business Plan objectives and measurements
  
  
• Ensuring adherence to Service Management processes achieving compliance with all SLA’s, OLA’s, “contractual” agreements and agreed quality and regulatory certification
  
  

Your professional competencies:

• Understanding of tools, applications, and technologies that enable service management and act as components of the framework, including their expected performance and impact on overall service performance.
  
  

Your personal competencies:

• Dealing with ambiguity
  
  
• Business acumen
  
  
• Composure
  
  
• Conflict management
  
  
• Customer focus
  
  
• Managing/measuring work
  
  
• Motivating others
  
  
• Problem-solving
  
  
• Drive for results
  
  
• Communication skills (writing)
  
  

Other requirements:

ITL 3.1 Foundation certified, working experience and/ or knowledge of ITSM- systems like ServiceNow, Remedy or other systems preferred.

Shift, Overtime, Callout and Standby payments : to be confirmed upon appointment

For the profiles applying, profiles have to be eligible to be Danish Security cleared in order to work for the secured accounts. Applicants should have been living in Denmark for more than 5 years and need to be fluent in Danish.

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