Beschreibung
Key accountability of the Service Owner To deliver an SLA compliant and cost efficient service by sustaining and continuously enhancing the specific service agreement signed off at Go Live..
The role is active in the BAU phases of our services life cycle.
The Service Owner report functionally to the Operational Lead of the organization.
The Service Owner
- Ensures that our organization meet or exceed the defined service level agreements.
- Monitor compliance of Vodafone policies and standards via service audits ensuring that service is managed in a consistent and controlled manner.
- Assure BAU operational activities including Incident, Problem, Request and (IT) Change management to meet the organization process standards.
- Foster a service environment of continuous improvement, including resilience, cost of ownership, operational stability, minimal quantity of defects
- Agree strategic direction, acting as a key interface between Delivery and Operation organisation in conjunction with the Service Manager
The service owner is responsible to coordinate the off shore operation team assuring proper quality and optimization.
The Service Owner is accountable for
- Manage efficiently 2nd level ( Application Operation ) and 3rd level ( Application Maintenance) support team
- Define tasks for 1st Level team ( first support/monitoring) and enhance 1st level resolution ration through documented step by step guidelines
- Maintain the operational run book ( Guidance on how to operate the service ), error guide, and troubleshooting guide from Go Live.
- Assure monitoring efficiency
- Maintain the GA Service Tracker
- Lead and coordinate high priority issues where needed
- Facilitate interaction between operation team
- Monitor Licences expiration and manage renewals accordingly
- Assuring service Knowledge is maintained across the operational organization
- Perform weekly review on Incident, changes, problem management
- Own Service Capacity Management
- Perform Recurring Service analysis and provide guidelines for enhancements ( capacity, configuration, monitoring)
- Assure Knowledge and Known issues are properly documented ( Knowledge BD maintenance)
- Delivering weekly/monthly operational report
- Support the Service manager in the Business Escalation/prioritization
- Deliverables
- Incident/Change/Problem Reports
- Maintenance of Service Calendar
- Root Cause Analysis report for major incidents
- Weekly Service Review Mom with Vendors, L2, Stakeholders involved in the Service Operation
- Vendor Support Contract ( contribution )
- Operational Dashboard (executive summary of performance across the month )
- Mom ( minutes of meeting )
- Executive summary and presentation for management decisions
Successful Factors
- Ability to assimilate information, take decisions and communicate to stakeholders
- Influencer capacity - Ability to make the difference - Capacity to Listen/understand/simplify messages/act as bridge between IT stakeholders.
Performance indicators
- Adherence to the service level agreements for the assigned services.
- Factual evidence of Continuous Service Improvement plans and frequent policy correspondent security scans.
- Accurate, weekly/monthly, decision-oriented service reporting.
Must Have
- Proven ability to manage high performing offshore team and to deliver through others.
- ITIL v3 or equivalent service management certification
- Excellent technical skills in Web & Middle Ware technology, resilient service setups and good knowledge of Operation Systems and networks fundamentals.
- Working experience with ITIL best practices and standards
- Excellent English knowledge (spoken and written).