Job Description

summary

• thane, maharashtra
• a client of randstad india
• permanent

• 
  reference number JPC - 81324

job details
ITSM Service Continuity Manager The Performance & Service Manager is responsible for steering and managing the operational interfaces to service providers for service processes (e.g. transitioning, ordering, service level reporting and management, compliant and escalation management) to ensure that value is achieved from outsourced rel ...
ationships and services. This profile supports the development and maintenance of the IT framework and methodology to be used in managing and integrating multiple aspects of performance and value across IT vendor management processes, services and contracts. The Service & Performance Manager acts as contact point for internal IT and business stakeholders towards the providers for operational topics. The objective of ITSCM is to support client process with managing the risks that could impact clients IT services and agreed service levels can be maintained. The goal of ITSCM is to support the overall Business Continuity Management process by ensuring that the required IT technical and service facilities (including only computer systems, networks, applications, data repositories, telecommunications, environment, technical support and Service Desk) can be restored within required, and agreed, business timescales. The ITSC Manager takes overall responsibility for Client ITSC Overarching process. Responsibilities include:

• Maintenance and distribution of Client ITSCM policy
• Collaboration with Client IOCM Manager on BCM related activities including BIA.
• Review Business impact analysis, direct additional analysis as required, assess risk of disruption of IT Services to the business
• Managing the development, storage and access to ITSCM related materials in line with the agreed client ITSCM strategy.
• Coordination of the activities associated with the five key stages of ITSCM.
• Direct implementation of IT Service Continuity solutions, assess testing of the solution, ensure remediation of issues
• Management of education, marketing, testing and rehearsals of ITSCM related activities.
• Post invocation reviews.
• Govern IT Service Continuity plans to ensure they preserve all essential IT services
• The capture and proposals of opportunities to improve the process.
• ITSCM reporting.

Key TASKS & RESPONSIBILITIES:

• Ensure that processes are followed by all stakeholders including Vendors, Third Parties,

Suppliers, Customer representatives

• Enforces process adherence across all suppliers and escalating to appropriate managers

and service owners when process standards are not met.

• Communicates strategic process changes to relevant parties. Organizes and chairs calls

and meetings as required by process.

• Monitors process performance metrics and Key Performance Indicators (KPIs) &

performance SLAs

• Ensure Service quality and availability and performs required quality checks
• Ensure quality reports are produced, distributed, and utilized and ensure cross service

improvement opportunities

• Ensure all activities in IT environment are being performed under process control
• Escalates, analyzes, and resolves service performance issues
• Register and implement process improvements based on audit findings
• Facilitate and participate in process audits
• Reviews opportunities and provides approval for process enhancements

show more
ITSM Service Continuity Manager The Performance & Service Manager is responsible for steering and managing the operational interfaces to service providers for service processes (e.g. transitioning, ordering, service level reporting and management, compliant and escalation management) to ensure that value is achieved from outsourced relationships and services. This profile supports the development and maintenance of the IT framework and methodology to be used in managing and integrating multiple aspects of performance and value across IT vendor management processes, services and contracts. The Service & Performance Manager acts as contact point for internal IT and business stakeholders towards the providers for operational topics. The objective of ITSCM is to support client process with managing the risks that could impact clients IT services and agreed service levels can be maintained. The goal of ITSCM is to support the overall Business Continuity Management process by ensuring that the required IT technical and service facilities (including only computer systems, networks, applications, data repositories, telecommunications, environment, technical suppo ...
rt and Service Desk) can be restored within required, and agreed, business timescales. The ITSC Manager takes overall responsibility for Client ITSC Overarching process. Responsibilities include:

• Maintenance and distribution of Client ITSCM policy
• Collaboration with Client IOCM Manager on BCM related activities including BIA.
• Review Business impact analysis, direct additional analysis as required, assess risk of disruption of IT Services to the business
• Managing the development, storage and access to ITSCM related materials in line with the agreed client ITSCM strategy.
• Coordination of the activities associated with the five key stages of ITSCM.
• Direct implementation of IT Service Continuity solutions, assess testing of the solution, ensure remediation of issues
• Management of education, marketing, testing and rehearsals of ITSCM related activities.
• Post invocation reviews.
• Govern IT Service Continuity plans to ensure they preserve all essential IT services
• The capture and proposals of opportunities to improve the process.
• ITSCM reporting.

Key TASKS & RESPONSIBILITIES:

• Ensure that processes are followed by all stakeholders including Vendors, Third Parties,

Suppliers, Customer representatives

• Enforces process adherence across all suppliers and escalating to appropriate managers

and service owners when process standards are not met.

• Communicates strategic process changes to relevant parties. Organizes and chairs calls

and meetings as required by process.

• Monitors process performance metrics and Key Performance Indicators (KPIs) &

performance SLAs

• Ensure Service quality and availability and performs required quality checks
• Ensure quality reports are produced, distributed, and utilized and ensure cross service

improvement opportunities

• Ensure all activities in IT environment are being performed under process control
• Escalates, analyzes, and resolves service performance issues
• Register and implement process improvements based on audit findings
• Facilitate and participate in process audits
• Reviews opportunities and provides approval for process enhancements

show more

• 
  

  experience

  
  10