PROFESSIONAL – SERVICE MANAGEMENT
Overview
Function:
TIDES
Reports to:
EXECUTIVE MANAGER - Service Management
Department:
Technology
# of Direct Reports:
0
Role Title:
Professional – Service Management
Grade (to be filled by hr):
2
A. Role Purpose (A HIGH-LEVEL Description of the Role)
To ensure the effective delivery and support of ITIL processes and services, covering all ITIL functions to guarantee smooth day-to-day business operations within the defined KPIs and SLAs.
B. Accountabilities (should be a maximum of 6 accountabilities)
if one of the accountabilities is not performed at the optimum level, the role will not be performed effectively
#
Key Accountabilities (WHAT)
Key Tasks
(HOW)
Key Deliverables
(RESULT)
1
Service Management process, & IT Service Management Projects
- Manage incoming service requests and incidents through the ITSM tool.
- Coordinate with technical teams to ensure incidents are resolved within agreed timelines.
- Record, update, and close service tickets accurately with clear and detailed documentation
- Communicate effectively with end users, providing regular updates and guidance on their requests or incidents.
- All service requests and incidents are acknowledged and assigned in accordance with defined SLA timelines.
- Positive user feedback or satisfaction scores captured through post-resolution surveys or feedback mechanisms.
- Weekly or monthly performance reports demonstrating compliance with SLAs
2
Availavility Management
- Provide on-demand support for urgent router configuration requirements.- Conduct scheduled monthly and quarterly review sessions
- Perform site visits as required
- Ensure timely reporting and closure of assigned tasks.
- Response Time: Immediate response for critical incidents; adherence to agreed SLAs for standard activities.
- On-call Rotation: Participate in an on-call schedule, if applicable, to ensure continuous and uninterrupted support.
- Deliver immediate response and resolution for criticalrouter configuration issues upon client -request.
- Remain accessible at all times to support urgent matters.
3
Network & Operational Tasks
- Strong understanding of wireless security protocols, including WPA2 and WPA3, as well as SSIDconfiguration and MAC filtering.
- Proficient documentation skills with hands-on experience using Excel
- Ensure proper implementation and configuration of wireless security protocols.
- Maintain accurate and up-to-date documentation of wireless configurations, including SSID settings and MAC filtering policies, for audit and support purposes.
4
Asset Management
- Monitor software utilization to ensure compliance with licensing agreements.
- Ensure all IT assets are correctly tagged and accurately recorded in the asset management system.- Maintain up-to-date records of warranties, service contracts, and support agreements..
- Maintain a centralized, current repository of all warranties, support agreements, and vendor service contracts, including tracking of renewals and expiration dates.
Main Contacts – (defines External working relationships / Interaction Frequency)
· All Internal Departments
· TIDES Department
D. Experience - (Minimum Knowledge to Perform the Job Effectively)
# Of Years
Over 1 year of experience working in a large-scale, diverse IT environment, with practical application of ITIL best practices.
Education· Bachelor’s degree, preferably in a technology- or science-related field..
· Working knowledge of ITIL and core ITSM concepts, including Change Management, Change Advisory Board (CAB) support, process improvement, and hands-on experience with ITSM tools.
Certifications
ITIL Certification