Global Duty Service Manager requests

About the role

This position will provide central accountability and management of Incidents and Problems within Regional Services. This position is part of a Service Delivery team that will ensure all processes, procedures and policies are developed, documented and maintained for Service Delivery Management, as required under an ISO 20K operating model.

What you'll do

• Lead post incident review for all major incidents, analyse and present key reports and findings to relevant stakeholders
• Chair problem review meetings and incident conference calls. Document commitments and action items
• Identify incidents which require special attention or escalation and follow the defined Escalation Path when needed, as defined in the Escalation Policy
• Notify the participants in the Incident Management process when standards and procedures are not being followed
• Oversee the management of all incidents; re-route misdirected incidents that have not been handled in a timely manner in line with performance SLAs and KPIs

What you need

• 6–11 yrs of experience
• ITIL
• Change management
• Process improvement
• Problem solving
• Any graduate