What is the role?
As a Lead Service Management Analyst you are to:
IT Service Desk
- Manage IT Service Desk Operations
- Drive improvements in the SD teams performance to enable higher First Call Resolution – KPI’s monitoring, Call Management, Operations reporting, Customer Survey reporting.
- Ensure Service Management (SM) processes and differentiation are embedded in SD staff daily activities, including setting expectations with users including Management of customers’ queries/escalations
Contract management
- Ensure smooth integration with infrastructure, business, application, and supplier support teams for effective and efficient delivery of support services.
- Management of the orders through SNEPCo IT Hardware Procurement Contract
- Manage Contract performance, HSSE Compliance Stakeholder Management – OEM, OEM Partners, Supply Chain, Vendor services
Request/Asset Management
- User/Functional Account Management
- Shared folder Access Management
- Stock management.
- Management of End-user requests for global or local services using Service Management tools
- Procurement of PCs, accessories, and Consumables in liaison with the Procurement Team, Contracting Team, Third Party Vendors as well as OEM (HP)
- Drive the process of Cost rationalization with regards to usage of IT assets and accounts across SCIN
- Management of Joiners, Movers, and Leavers in line with the IT On/off -boarding process
- Management of Client Access Refresh (CAR) process including disk wipe of retired PCs
- Provision / Deployment of IT Assets, Accessories and Consumables for End-User utilisation, in line with defined Service Level Agreements (SLAs)
- Maintenance of Inventory of all deployed/retired and in store IT Consumer Services Assets in various locations
Change Controls/Management
- Overall Change Management Coordination
- Ensure adherence to processes by monitoring the teams for compliance to controls- Interface with Project team for large overarching changes.
- Log Change & Release tickets in Service Management tool when requested by application / project / infrastructure teams ensuring mandatory information is captured.
- Join Global Change Advisory Board (XCAB) meetings and bring results back into local CAB.
- Work with Operations Landscape Manager to create Release Schedules and changes as needed, incorporating various Project, Infrastructure, Freeze, and Disaster Recovery activities.
- Controls Management- Ensure evidence for approvals are maintained and stored in relevant SharePoint locations.
- Act as focal point for internal and external audits with regards to Change Management processes- Responsible for planning and coordinating evidence gathering and providing to audit testing team.
- Address actions for findings from audit
What we need from you?
- Minimum of 5 years of Service management (ITIL) experience
- Experience with call-logging systems (e.g. Service Now)
- Excellent customer-facing, interpersonal and communication skills
- Ability to deal with business and IT management at all.
- Possess ITIL Certification will be an added advantage
