Unusual Hire jobs - Information Tech Service Management

·    Establishing and maintaining a constructive relationship between the service provider and the customer based on understanding the customer and their business drivers

·    Identifying changes to the customer environment and technology trends that could potentially impact the type, level or utilization of services provided

·    Establishing and articulating business requirements for new services or changes to existing services

·    Ensuring that the current and future service level requirements (service warranty) of customers are identified, understood and documented in SLA (Service Level Agreement) and service level requirements (SLR) documents

·    Negotiating and agreeing on levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAs

·    Negotiating and agreeing on OLAs (Operational Level Agreements) and, in some cases, other SLAs and agreements that underpin the SLAs with the customers of the service

·    Ensuring that targets agreed within underpinning contracts are aligned with SLA and SLR targets

·    Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence

·    Ensuring that service performance reviews are scheduled, carried out with customers regularly and documented, with agreed actions progressed

·    Reviewing service scope, SLAs, OLAs and other agreements on a regular basis, ideally at least annually

·    Ensuring that all changes are assessed for their impact on service levels, including SLAs, OLAs and underpinning contracts, including attendance at change advisory board (CAB) meetings if appropriate

·    Identifying all customers and other key stakeholders to involve in SLR, SLA and OLA negotiations

·    Managing customer complaints including their recording, management, escalation (where necessary) and resolution