HP posted a job you might be interested in November 17, 2014 at 04:35AM

HP



Incident & Service Level Manager

Brisbane, Australia, AU - Information Technology and Services

Incident Manager is a key dual position, 50% Incident and 50% Service Level Manager. Its goal is to provide management an oversight to all incidents and services, to drive operational effectiveness and efficiency of HP processes and resolutions to ensure business continuity.

They will possess comprehensive knowledge of the delivery organisation and will be able to navigate quickly through the various organisations to resolve incident handling issues and/or problems escalated to their attention.



Key Responsibilities (Incident Manager):

• Governs the Integrated Suppliers to be compliant with the Incident Management process - Account Process Manager


• Maintains close contact and communication channels with the Incident Management SME to ensure high quality service requirements are met.


• Inform decision makers regarding selection and support of process improvements/management and establishment of standards and performance metrics across all Integrated Suppliers


• Conduct incident management trend analysis within the supported production environments. Does this with collated results from all suppliers to come up with a single view for the customer to make informed IT decisions


• Assist HP Management and Clients with contractual and metrics reporting for both internal HP and Client Specific requirements


• Review and evaluate incident records to ensure handling of incident and severity level determination. Validate detail content to ensure all required information is accurate


• Analyse process metrics to identify and recommend improvements, improve productivity and increase client satisfaction. Provide proactive analysis reports and raise service exposures


• Analyse the data collected to support and measure the progress in process improvement efforts and to validate best practices.


• Follow up on incident records that do not meet quality standards to prevent recurrence


• Determine if root cause analysis is required and initiate Problem Management
  

Key Responsibilities (Service Level Manager):

• Produces Service Level Reporting outputs for Clients in a timely and accurate manner


• Provides performance feedback to HP management and clients via service level and operational reports


• Undertakes broad analysis of Delivery metrics


• Co-ordinates and drives Service Improvement with key stakeholders


• Provides support to Sales and Client teams as part of new business pursuits as it pertains to service level consulting


• Participates in Service Level Management and Reporting activities relevant to Onboarding new Clients


• Supports and utilises reporting tools and applications
  

Skill & Experience:

• IT background with a broad understanding of all platforms


• Good understanding of service levels and other performance metrics, their meaning and applicability


• Excellent communication skills both spoken and written


• Strong negotiation skills


• Ability to apply sensible risk management


• Strong analytical and problem solving skills


• Ability to build and maintain client relationships


• Continuous improvement and trend analysis proven experience and results


• Implementing ITIL Incident Management processes


• Previous experience in the area of Service Level Management and Reporting


• Knowledge and understanding of requirements gathering and analysis relevant to Service Levels and Reporting


• Experience in interpreting and implementing contractual Delivery requirements as related to Service Level Management and Reporting


• ITIL Foundations, Incident Managers Practitioner Certificate or ITIL Managers Certificate
  

This is a great opportunity to become a part of a forward-thinking team with a commitment to providing high quality and innovative services, apply today.



No salary provided



Posted November 17, 2014 at 04:35AM from LinkedIn http://ift.tt/1BGxBnS

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