service Delivery expert for enterprise servicesGlobe Telecom

At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal. Job Description Providing expertise in their At Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal. Job Description Providing expertise in their assigned area, providing input to learning plans, and ensuring staff are well supported in accessing the tools and training they require to function efficiently and effectively. Assisting the manager in developing and enforcing standards and methodologies, and ensuring the team understands and adheres to standard processes and policies. Planning and managing execution of team projects while adhering to project management methodology scheduling and resourcing operational activities, including queue management where applicable (e.g. incidents, service requests). Overseeing and reviewing team projects analyzing findings, evaluating options and presenting verbal and written recommendations as required monitoring and reporting on status of team assignments. 1. Manage the entire Service Delivery unit or a sub-segment of the Service Delivery unit according to the agreed-upon Service Level Agreements and Operational Level Agreements. Ensure compliance to the Service Delivery Operating Model and Service Delivery processes. Resolve issues that affect demand scope, quality, schedule, budget, and resources. Identify resource requirements defined by skills and experience using resources effectively. Define team member roles and expectations, and gain timely feedback. Manage day-to-day relationships with teaming partners and suppliers. Facilitate the identification of process improvements. Provide support, as needed, for the development of the internal metrics reports. 2. Defines standards for ideal service level metrics Drives creation of and reviews Service Level Agreements between ISG and business stakeholders Drives closure/delivery of critical deliverables to achieve/improve service level performance Provides data on historical performance as input to the Service Level Agreement Resolves conflicts/contention on service level measurement Reviews consolidated service level reports to ensure accuracy, prior to issuance Communicates reason for failure to achieve service level to SLMs, in order for them to firm up/enforce operating level agreements Analyzes historical service level performance and highlights areas for improvement 3. Monitors and manages the budget usage and disbursement (availment) by: Monitoring OPEX vis--vis budget schedule Regularly communicating with 1-downs to ensure timely OPEX usage Reviewing and approving of OPEX which are within the role's limits of approval authority Monitoring vendor performance in the execution of maintenance agreements Identifying areas for cost-savings 4. Manages the department's audit-related activities including the following: Audit preparation Audit response Closure of audit findings Monitors the department's audit-related activities and follows through to submission of required documents/reports and closure of findings 5. Organizes and maintains the regular service level review process which covers the following: reviewing outstanding actions from previous reviews reviewing current performance and comparing with SLAs and targets reviewing underpinning agreements and OLAs as necessary agreeing on appropriate actions to maintain/improve service levels periodically analyzing and reviewing service performance against SLAs, OLAs and Underpinning Contracts (UCs) Issues regular reports on Service Performance and Achievements to service stakeholders Initiates and/or manages change requests to resolve incidents/problems and other issues affecting service level performance Initiates service improvement initiatives and manages projects related to service improvements 6. Incident Management and Problem Management Coordinates resolution of high severity incidents Provides regular updates to stakeholders and management on major incident resolution Issues formal Incident Report to stakeholders, service/system owners, business/ operations and system users Reviews the completeness and accuracy of the incident reports logged by the Service Desk Identifies 'problems' affecting service levels and coordinates resolution of the identified problem Tracks/monitor problems affecting the assigned services Manages the incident and problem management reviews to analyze incidents, identify and review action items to prevent recurrence of the incidents and problems Reviews, revises if necessary, and approves recommendations given by 1-downs Make Your Passion Part of Your Profession. Attracting the best and brightest Talents is pivotal to our success. If you are ready to share our purpose of Creating a Globe of Good, explore opportunities with us.
Monster

Philippines
Permanent
Full-time