Job Summary
Program Manager/Service Delivery
Key Responsibilities
Formulate and manage service level processes and procedures to ensure service level agreements, operational level agreements and underpinning contracts are developed and administered in a consistent manner across the organization • Carry out service level agreement audits and extract necessary information to maintain currency and enable the business to establish and deliver effective and efficient services and sustainable targets; including analyzing and reporting on performance against service level agreements to highlight inconsistencies and guide the development of remediation activities • Ensure the resolution and completion of services, including escalations, release changes, systems patches and versions, end-to-end ICT delivery and uptime of operations to meet service delivery standards and optimal customer experience • Identify opportunities to improve value for money and/or reduce cost, eliminate unnecessary delivery processes and administrative procedures without adversely impacting service to the business • Lead, design, and implement the service model framework to deliver on improvements and enable the consistent monitoring and measurement of team and service effectiveness to expected standards
Skill Requirements
Evaluates and engages suppliers using developed and agreed criteria to support alignment and understanding of the expectations and requirements of engagement and oversees the monitoring and reporting on vendor performance to ensure service delivery and performance metrics are met • Drives and delivers continuous lifecycle and service improvements, including new and existing services, to achieve efficiency across technology platforms • Lead and manage project planning, including business requirements, forecasting, budget, planning, and governance ensuring projects are aligned with business priorities. • Following and bridging support challenges, given the changing technology landscapes within and outside of the organization • Reviewing and ensuring ICT service designs are practical and add value to minimize user downtime and maximize productivity, while managing limited resource allocations • Managing escalations and expectations from internal and external stakeholders, while ensuring compliance standards are upheld and sensitive and contentious issues are addressed promptly
Other Requirements
Program Management