This is a role in technology where the holder will be responsible for defining and implementing Information Technology Service Management (ITSM) disciplines across the Cellulant group.
This involves implementation and operation of the following functions: Service assurance, Problem management, Incident management, Change management and associated reporting.
Duties and Responsibilities
Ensuring the optimal functioning of the overall service management function to ensure strict adherence to customer SLA expectations.
Providing a single point of contact for service management (Incident, Problem and Change) across all technology operation functions to ensure SLA targets are met.
Manage the performance of services to clients as per agreed contract and ensure that unplanned downtimes are eliminated and/or their impact reduced.
Ensuring that service management policies, processes and procedures documentation is created, updated and maintained.
Leading and facilitating implementation of new service management framework components/processes.
Producing regular and accurate service management reports and dashboards for leadership teams.
Provide thought-leadership on ongoing improvement and enhancement of the Service Management practice.
Proactive identification of common causes of calls/ticket drivers to the service operations.
Ensure that changes in the production environment are carried out as prescribed in the change control policy.
Maintenance of adequate tools for end-to-end service including customer and partner touch points.
Implement and maintain a knowledge base for tickets created via the service desk.
Provide daily reports on Service Operations activity including ticket status, open ticket status as well as trending information.
Training Technology Operations staff on service management processes and procedures.
Maintain adequate technology tools for service desk communication and ticketing systems.
Qualifications for the role
2 years technology leadership experience.
Minimum of 4 years of proven hands-on experience in System Administration, Network Operations and Application Development e.g. MySQL, Linux systems, PHP, Java.
Deep experience of common service desk and monitoring tools such as Nagios, Cacti, Newrelic, Zabbix or equivalent.
Deep experience in Service Management processes and policy such as Incident Management, Change Management, Problem Management, Service Assurance and SLA management.
Working knowledge of Information Service Management industry standards such as ISO 20000, ITILv3/4
BS or MS in Computer Science or related industry/field or equivalent experience (IT, Electrical/Computer Engineering, Information Systems).
How you will be measured:
Daily reporting on Service operations activities.
Weekly review of per country quality of service and uptime metrics.
Weekly progress on the Service Improvement plan.
Adequate detection of service incidents within the stipulated OKRs.
Timely and adequate escalation and follow-through-to-closure of service tickets to the relevant Cellulant technology team.
How to Apply
Send your CV in PDF, email subject: Service Operations Shift Lead to
