Service Coordinator - Change Management
IBM
HEREDIA
hace 10 días

Job Description

Employees with this specialization supervise, coordinate and maintain on a daily basis, the levels of service agreed with and expected by the client (SLA or equivalent documents) while keeping a constant focus on improving the performance of the services provided.

Note : This specialty is scalable, i.e., for small contracts the SM / DPE would typically execute this role as well. They represents the client viewpoint to the delivery organization resources allocated (from the Operational Competencies) to the contract.

Responsibilities : - Be the first Service Management contact point for the delivery organization for all the "operational activities of the client".

  • Assume the leadership and the operational responsibility for the resources (from the Operational Competencies) allocated to the clients or services under his responsibility.
  • With agreement from the SM / DPE, be the client's focal point for all aspects concerning service delivery on a day to day basis taking any necessary actions to maintain and to reinforce the quality of these operational contacts.
  • Own the operational Service or Client documentation used within the delivery organization and assume responsibility for its update.
  • Assume responsibility for updating the hardware and software inventories in accordance with asset management processes.
  • Participate in service status meetings of the delivery organization, providing information and analysis related to the services delivered to the client and support the SM / DPE in the service status meetings held with the client.
  • Raise requirements to the relevant delivery organization functions in order to improve efficiency. - Provide the SM / DPE with reports on workload monitoring.
  • Participate in contractual client meetings upon the SM / DPE's request. - Obtain the SM / DPE's agreement to providing additional resources which may affect costs.
  • Support the SM / DPE in the establishment of client satisfaction measurements with regard to due services. - Ensure the coherence of the backup and data recovery plan.
  • Employees with this specialization have skills and experience particular to the management of Incident Management processes.

    Required Technical and Professional Expertise

    Mixed Shift

    For this role Incident Management is NOT Recovery Management it is Incident Management compliance

    Strong English communication skills, both verbal and written

    ITIL strong knowledge

    Technical Operations Analyst

    Change Management Technical Operations Analyst

    Problem Management Incident Problem & Change Coordinator.

    Preferred Tech and Prof Experience

    EO Statement

    IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

    IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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