Accountabilities
• Maintain and improve service quality, ensure that IT services meet or exceed service levels requirements through continuous review of service performance.
• Manage service level agreements, KPIs and OLAs with customers and external service providers. Manage external service providers.
• Ensure IT policies, procedures and Industry standards are followed. Ensure consumption is validated and aligned to contracted approved consumption.
• Manage and maintain the infrastructure and services
• Infrastructure operations incident, problem & change management
• Directs the planning, design, and implementation of ITSM processes & tools to meet evolving and changing needs and business requirements of stakeholders.