Senior Manager-Service Management

Overall Objectives of Job

• Primary point of contact for IT service levels and issues for customer, Global IT CSM & business DPE.
• Support overall customer relationship and customer satisfaction
• Responsible for Security and audit compliance, reviews & actions
• Communicate service interruption, root cause analysis, action plans, capacity/performance trend analysis and issues to Customer on time(as agreed with DPE/PE)
• Ensure Service Requests are action in line with contract commitments
• Reporting in IT Governance Status Meetings / Reports with PMO (Summary of Problem, Incident/RCA, Change, Service Request, Service Level Metrics, IT Security Management / Audit Readiness, Contract Mgmt., Financial Mgmt., IT Operational Trending Analysis, etc.) ensuring IT Service Delivery is meeting business requirements
• Responds to client IT requirements as specifie...