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

Delivery Director

Job Description

Position Details

Apply for this job

Related Jobs

Related Jobs

Frequently Asked Questions (FAQ)

What is permanent recruitment?

How is permanent recruitment different from contract recruitment?

How quickly can AIQU provide candidates for permanent roles?

Related Jobs