Global Duty Service Manager

Business Unit

Company Details

Job Details

Job Summary:

Responsibilities

• Major Incident Management
• Incident Management
• Problem Management
• Escalation Management
• Out of Hours Emergency Change Approval
  

Essential Job Duties And Responsibilities

• Responsible for driving the policy, process and procedures in alignment with ITIL best practice in conjunction with Process Owners
• Manage Incidents, Major Incidents, Post Incident Reviews, Problems and Escalations at a Global organizational level
• Identify, analyze, prepare risk mitigation via relevant processes
• Support training efforts and audit requirements
• Compile and hold reviews of KPI’s, SLAs, OLAs & monitor performance to ensure they are achieved and escalate as required and tracking and reporting process governance failures
• Assist other Global ITIL Operations functions in promoting and driving adherence to their Processes
  

Minimum Job Requirements

• Ability to be a critical thinker
• Able to work in a fast-paced high-pressure environment often engaging with senior stakeholder during a major event
• Able to work both individually and as part of a team to ensure system and performance reporting are accurate, timely, and most importantly, correct
• Able to make a significant contribution in a team environment
• Exceptional listening and analytical skills
• Reporting experience across a range of Customers
• Strong understanding of ITIL processes
• Ability to identify trends and interpret data
• The use of Microsoft Office particularly, Word, Excel and PowerPoint.
• An understanding of Cubic Technology
• A wide understanding of customer service processes and methodologies
  

Essential

Education and Qualifications:

• A Level education or equivalent
  

Desirable

• ITIL v3/v4 Foundation certification
  

Worker Type