Jr. Service Management Officer
2 months ago
Responsibilities:
Assists in defining, documenting and updating the SLA
Prepares SLA Reports (analysis, justification and identification of action items to be provided by the SDMs /SDLs)
Submits monthly SLA Reports to stakeholders
Develops /enhances SLA Report template and other monitoring tools template
Calculate, monitor and track penalties and rewards, if applicable, and provide report
Provide other SLA-related reports / statistics
Ensure that defined metrics are being collected and governance tasks are executed to standards- Assists in conducting quality assurance process audit
Aid in the use of data and data analysis for the improvement of Services and Service Management Processes
Develops, documents, monitors and updates required policies, standards, guidelines, reports, processes and other supporting templates /standards
Closely coordinates with relevant personnel (e.g. Quality Manager, Process Managers/Owners, Transformation Manager, SMO Lead) for improvements
Coordinates the continuous activities of managing ITSM services which may include Process Design, ITSM Tool Support, Process Governance, and Continual Service Improvement
Monitor status and make follow up on identified action items
Facilitates meetings and prepares minutes and highlights and action items
Key Competencies
Graduate of Engineering, Computer Science or Math and IT related courses
Knowledge on ITIL principles is an advantage
Strong verbal and written communication skills
Very good with MS Word, MS Access, and PowerPoint
Excellent in MS Excel (can do macros and complicated formulas)
Strong presentation skills
With experience in quality audit
With experience in process documentation
Good analytical skills
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