Responsibilities:
- ServiceNow Service Level Management reporting
- Providing updates and notifications to the Senior Service Level Manager where SLAs are trending towards breaches
- Producing Service Level Management reporting and management information to inform the Senior Service Level Manager of progress against OLAs and in some cases SLAs, SLA breaches and improvement opportunities
- Supporting the identification of metrics and measurements that are a reflection of customer’s experience and level of satisfaction with the service.
- Documenting all service level targets and measures including scope, thresholds and owners.
- Supporting governance between ITSM, wider IDD and other Directorates, including third party suppliers as appropriate.
- Documenting and maintaining Service Level Management processes and procedures.
- Proactively focusing on continuous improvement of self and service, working with others to improve the user experience, simplify processes and improve efficiency of IT Services to enable the Government’s diplomatic, development and consular work around the world.
Skills:
- Performance Measurement
- Understanding Constraints
- User Centred Analysis
- Communicating Analysis and Insight