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Free job description IT Service Manager
The primary purpose of this role is to design and develop new and enhanced technology services to meet business requirements. The candidate will be responsible for a number of business critical services through-out their entire lifespan (Service Strategy, Design, Transition and Operations).
1.Define, analyse, plan, manage, measure, improve and provide ownership across your assigned portfolio of services through-out their entire lifecycle
2.Negotiate Service Level Agreements, ensuring all processes and underpinning contracts with external suppliers are appropriate, measurable and regularly reviewed
3.The identification and application of techniques for monitoring and continuously improving the quality of functions or processes related to operational services
4.Ensure technology services and infrastructure plans are in place to deliver the agreed capacity and performance targets in a cost effective and timely manner
5.Management of the lifecycle of all service-affecting problems with the aim of preventing incidents from happening or minimizing their impact
6.Identify, assess and manage risks that could seriously impact technology services; this includes ensuring the provision of services to minimum agreed service levels in cases of disaster, planning for their recovery and testing those plans and related processes on a regular basis
Strategic Planning & Decision Making
Evidence gathering, analysis and decision making are particularly complex, given the multiplicity and diversity of technology environments and the range of business user service demands globally.
The problem management aspect of the role requires excellent decision making using diagnosis and risk evaluation techniques, reviewing any problems affecting their assigned services.
Regular (at least weekly) face-to-face, phone and email contact with development project managers, business change managers, other technology management and staff to gather information, design services, review problems and communicate new or changed processes and service delivery systems.
Frequent (at least monthly) face-to-face operational service reviews with key users of operation services and key external service provider delivery teams. As well as close working relationships with Portfolio leaders, legal and compliance, enterprise architects and procurement departments.
Occasional (at least quarterly) face-to-face, phone and email contact with service user management and other service delivery partners to exchange information on planned service changes and to review the appropriateness of agreed service availability and performance targets.
Knowledge & Skills
•Knowledge of tools and techniques to measure service delivery against agreed service levels
•Documentation skills to create, maintain and publish service management information
•Negotiating skills to agree service levels with Worldwide user management as well as external vendors for third party delivered services
•Able to establish and maintain operational methods, procedures and facilities and review them regularly for effectiveness and efficiency
•Ability to review numerical and qualitative information, in conjunction with service level agreements, to identify capacity issues and specify any required changes
•Stakeholder management and influencing skills to work with business users to agree and implement short and medium term modifications to demand
•The ability to plan and verify arrangements for disaster recovery
•Creation, ownership and implementation of a Continual Service Improvement plan for allocated services
•Financial management knowledge to monitor and manage technology services expenditure (including software licences, maintenance and other recurring expenditure). Ensuring that financial targets are met and examining any areas where spend may exceed agreed budgets or varies significantly from previous forecasts
•Excellent technology diagnosis, problem identification and pattern/trend analysis skills to ensure that appropriate action is taken to anticipate, investigate and resolve problems to your assigned systems and services
•Excellent planning, communication, coordination and control techniques to manage the implementation of agreed remedies and preventative measures and to ensure they are fully documented
•Operational services stakeholder relationship management
•Excellent interpersonal skills to develop and maintain defined communication channels and/or stakeholder groups, acting as a single point of contact and gathering information from stakeholders to understand their service needs and experiences
•Good analytical skills to use feedback from multiple stakeholders to assess and promote understanding of need for future changes in services. Creation of regular Service Reporting and review sessions
•Good negotiating skills to agree (with stakeholders and both internal and external service delivery partners) changes to be made and the planning and implementation of changes
Operational services supplier relationship management
•Knowledge and experience of managing vendors and external service providers
•Skilled in collecting performance data and investigating service delivery problems
•Experience of monitoring and reporting on supplier performance and customer satisfaction.
•Strong analysis and negotiating skills to resolve or escalate problems and to implement supplier service improvement actions and programmes
•Creation and ownership of Service Roadmaps (covering vendor, technical and business driven enhancements and changes)
A first degree in a service-related business or a technology discipline is desirable.
An ITIL (IT Infrastructure Library), or similar professional qualification is desirable.
The jobholder must have full service lifecycle and significant experience in a services management role.
Experience of management accountability without having line management authority (that is, delivering success within a matrix structure using influencing and negotiating techniques) is essential.
The role includes early involvement during project initiation to provide Service management input and continued involvement through-out the Design and Transition phases. Activities will include the creation and ongoing ownership of the required Service management artefacts including Service Level Agreements (SLA),
Operational acceptance, knowledge base articles and support models etc…
The Service Manager will work closely with the business owners and Portfolio leaders to forecast the level of business demand and ensure continuous service improvements are reviewed and implemented.
As well as managing the relationship with the vendor for all third party delivered solutions.
This will also include the planning of service availability (including disaster recovery) to match or exceed the current and future agreed needs of the business.