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We are currently seeking an experienced professional to join our team in the role of Associate Director, Service Management.

Business: CTO Infrastructure

Principal responsibilities

Availability Management - To ensure that services deliver the agreed levels of availability to meet the needs of customers and users
IT Asset Management - To plan and manage the full life-cycle of all IT assets, to help the organization maximizing value, controlling costs, managing risks, supporting decision-making about the purchase, reuse or retirement of IT assets and meeting regulatory and contractual requirements.
Service Configuration Management - To ensure that accurate and reliable information about the configuration of services and the configuration items that support them is available when and where it is needed. This includes information on how configuration items are configured and the relationships between them.
Service Continuity Management - To ensure that the availability and performance of a service are maintained at sufficient levels in case of a disaster. It provides a framework for building organizational resilience with the capability of producing an effective response that safeguards the interests of key stakeholders and the organizations’ reputation, brand and value-creating activities.
Service Financial Management - To support the organizations’ strategies and plans for services management by ensuring that the organizations’ financial resources and investments are being used effectively and efficiently.
Information Security Management (CyberSec and vulnerability) - To protect the information needed by the organization to conduct its business. This includes understanding and managing risks to the confidentiality, integrity and availability of information, as well as other aspects of information security such as authentication and non-repudiation.
Measurement Report - To support good decision-making and continual improvement by decreasing the levels of uncertainty. This is achieved by collecting relevant data on various managed objects and by accessing this data in an appropriate contact. Managed objects may include products, services, practices, service value chain activities, teams, individuals, suppliers, partners, and the organization as a whole.
Business Analysis - To analyze a part or the entirety of a business, define its needs and recommend solutions to address these needs and /or solve a business problem. The solution must facilitate value creation for the stakeholders. It enables an organization to communicate its needs in a meaningful way and express the rationale for change.
Capacity Performance Management - To ensure that services achieve the agreed and expected levels of performance and satisfy current and future demand in a cost-effective way.
Change Enablement - To maximize the number of successful service and product changes by ensuring that risks have been properly assessed, authorizing changes to proceed and managing the change schedule.
Incident Management - To minimize the negative impact of incidents by restoring normal service operation as quickly as possible.
Monitoring Event Management - To systematically observe services and service components and record and report selected changes of state identified as events. It identifies and prioritizes infrastructure, service, business process and information security events and establishes the appropriate response to those events.
Problem Management - To reduce the likelihood and impact of incidents by identifying actual and potential causes of incidents and managing workarounds and known errors.
Release Management - To make new and changed services and features available for use.
Service Catalogue Management - To provide a single source of consistent information on all services and service offerings, and to ensure that it is available to the relevant audience.
Service Design - To design products and services that are fit for purpose, and that can be delivered by the organization and its ecosystem. This includes planning and organizing people, partners and suppliers, information, communication, technology and practices for new or changed products and services, and the interaction between the organization and its customers.
Service Level Management - To set clear business-based targets for service levels, and to ensure that delivery of services is properly assessed, monitored and managed against these targets.
Service Request Management - To support the agreed quality of a service by handling all predefined, user-initiated service requests in an effective and user-friendly manner.
Service Validation Testing - To ensure that new or changed products and services meet defined requirements. The definition of service value is based on input from customers, business objectives and regulatory requirement, and is documented as part of the Design and Transition Service Value Chain activity. These inputs are used to establish measurable quality and performance indicators that support the definition of assurance criteria and testing requirements.
Vendor Management (Supplier Management) - To ensure that the organizations’ suppliers and their performances are managed appropriately to support the seamless provision of quality products and services. This includes closer, more collaborative relationships with key suppliers to uncover and realize new value and reduce the risk of failure.