Beschreibung
Role purpose:
To represent GO services across the organization and deliver an SLA compliant and cost efficient service with business focus by proactively managing quality and performance of the service and the associated support teams.
Key accountabilities and decision ownership:
- Ensure that services are accepted into Operations only when they meet expected standards for operational readiness
- To ensure that services operated meet or exceed the defined service level agreements
- Manage total cost of ownership for services and strive to reduce that year on year
- Manage service life cycle through to end of life
- Manage L3 teams effectively
- Manage post-go live demand and oversee functional change with LM Business Owners, delivery and change teams, and ensure common processes and tools are in place and used effectively to implement enhancements to the common Group platforms via the on/off-shore component delivery teams.
- Ensure L2 and L3 teams are delivering within contract KPIs
- Act as ambassadors for GO AS with local market business owners.
- Definition and delivery of SLA and Support Models for new services delivered via GA-AS project teams
- Delivery of all Service transition aspects within GA-AS projects following a common methodology to ensure operational readiness
- Successful transition of new services from project to AS Service Owner and SOC Operations team
- Gate C approval from an operational perspective
Core competencies, knowledge and experience:
- Extensive (+3 years) experience of operating and leading support for large scale services
- Clear thinking, rational, good communicator.
- Awareness of Global Operation technologies ie Apache, Oracle Web Centre Sites, Oracle Fusion and service delivery.
- Ability to assimilate information, take decisions and communicate to stakeholders.
- Proven ability to manage high performing offshore team and to deliver through others.
Must have technical/professional qualifications:
- ITIL v3 or equivalent service management certification
- Familiarity with Web & Middle Ware technology and good knowledge of Operation Systems and networks fundamentals.
- Working experience with ITIL best practices and standards
Deliverables:
- Problem management prioritisation and RCA
- Patches, bug fixes and new releases delivery by L3 right first time and following GO Change Management processes
- Deliver SLA for the service
- Optimised cost of operation
- To co-ordinate service planning activities and investment planning in relation to designing for capacity, availability and disaster recovery
- Provide input to the Continual Service Improvement process(CSI) and work with SOC/Application Operations and/or business owner in prioritizing and driving service improvement implementations
- Participate in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the service
- Produce regular reports on performance of services
- Prioritise resolution of defects with L3 teams
- Ensure that L3 contractual obligations are fulfilled.
- Impact Assessments for requested changes to the service
- Regular liaison with service customers