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Strategic ICT Service Manager
2 weeks ago
An ICT Service Manager will play a pivotal role in supporting the sustainment of mobile ICT capability, ensuring systems remain operational.
The ideal candidate will possess strong customer service skills and experience with managing Service Request Catalogues.
- Maintain vendor and stakeholder expectations to support current SLAs.
- Investigate and diagnose incidents and problems, evaluating root cause and making recommendations for service improvements.
- Monitor performance metrics for SLAs, analyze results, and recommend innovative ways to continuously improve the user experience.
This is an exciting opportunity to contribute to the management of Service Catalogue Requests and report on mobility items.
Competencies advantageous for this position include:
- Excellent customer service skills, experience with managing Service Request Catalogues;
- In-depth knowledge of mobile ICT capabilities;
- Experience in sustaining ICT and/or Mobile ICT capability including change management, incident management and defect management;
- Ability to build and maintain relationships with internal and external stakeholders;
- Exceptional writing skills and ability to produce reports and briefings for various audiences.
