Service Delivery Manager (SDM) incl. skills in Service Level Mgmt. (SLM) & Continual Service Improvement (CSI)
Key Skills & purpose of role:
- The SDM will perform an ITSM consultant role acting as a catalyst for Continuous Service Improvement within the organisation and providing Service Level Management support to the Service Level Manager
- Provides SME, governance and assurance of Service Levels, incl. OLAs and Underpinning Contracts (UCs) across the clients Ecosystem
- Convert existing agreed contractual SLAs into report condition formula to enable SLA configuration in Service Now - may require negotiating SLA conditions
- Will establish & embed CSI Process across ecosystem and lead the CSI Forum
- Service Now Reporting Skills with ability to extract data from Service Now, analyse and summarise progress & performance in report/ scorecard
