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 critical router 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 SSID configuration 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

SME Operations Field Support

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