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Responsibilities
- Contractual Management: Actively participate in client/internal contract negotiations.
- Service Design: Produce service design requirements.
- Cost and Resource Estimation: Contribute to estimating costs, timescales, and resources for service delivery.
- Service Catalogue Management: Ensure the Service Catalogue is established, agreed upon with the client, and updated.
- Service Governance: Evaluate service status, including SLA management and other metrics.
- Process Management: Establish and maintain processes for client services.
- Monitoring and Reporting: Monitor, measure, and report on contractual activities and service management processes.
- Commercial Management: Assist in planning and managing financial budgets to optimize profitability.
- Customer Satisfaction (CSAT): Monitor and improve customer experience.
- Problem Management: Address problems timely with minimal impact.
- Service Transition Management: Ensure smooth transition of new or changed services.
- Business Continuity: Collaborate on risk management, impact analysis, and contingency planning.
- Client-Internal Coordination: Act as a bridge between the client and internal operations.
Skills and Experience Needed
- Experience delivering ITIL-aligned services to SLAs.
- Knowledge of virtualization, networking, and hosting technologies.
- Strong communication skills across technical and managerial levels.
- Organized with experience producing service reports and improvement plans.
- Ability to manage multiple projects and priorities.
- Excellent English communication skills, both written and spoken.
- Ability to produce clear reports.
- Diplomatic, calm under pressure.
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Contact Detail:
TN United Kingdom Recruiting Team