Responsibilities:Managing the Service Desk and Desktop SupportIncident ManagerProblem ManagerChange ManagerService Level ManagerConfiguration ManagerServiceNow Admin• Managing Service Desk and Desktop teams within EUC function• Maintain relationship with vendors for EUC e.g. PC and Mobile Device• People Management in Performance Management Plan• Define and document Operational Processes that support business goals in collaboration with senior management and stakeholders• Process owner for major ITIL Operational Processes: Incident, Change, Problem, Release• Ownership of the ITSM tool. Ensuring and leading a culture of “single source of truth” for operations and operational activity• Implementation of ServiceNow into organisation• Create and publish metrics and reporting around Governance that are well understood, practiced and with clear measures• Working with Operational Leads, ensure 100% compliance to process• Escalation of customer impacting issues and incidents to stakeholders or operational leads as required• Ensure Processes are “fit for purpose”, meet audit obligations, and have the engagement and compliance of operational teams• Refinement and rollout of Service Catalogue. Ensure that this is kept relevant and up to date, and published as required• Ensure that Service Levels are in line with best practice, and ensure that the incident priority is reflective of the service risk/disruption • Lead Process compliance, and improvement plans with Operations Teams and Leadership

• Business Applications Support & Continuous Improvement• Business application support models are aligned with standards and support framework.• Manage incident escalations applications (this includes Vendor escalations) in line with ITIL model• Manage and implement approved change requests related business applications• Ongoing adherence to architectural standards (applications, infrastructure and security) for ‘end toend’ solutions• Support of projects for mid-tier applications, focusing on solution design and governance• Service Introduction for new mid-tier applications• Ongoing Operational Vendor management with a focus on escalations for incidents (SLA Management), change requests), software upgrades and future project support• ITIL Continuous Service Improvement for applications• Business stakeholder management as it relates to ongoing support and continuous improvement• Definition of Standards and input to mid-tier business applications strategy and roadmap

• Triage and manage BAU queue• Change Management of division changes, communicate with business in relation to the changes• Highly involved in new system releases and communicate release to key business stakeholders• Liaise with global IT area on regular basis• Manage projects based on timelines and priorities• Working on major projects• Regularly create and review procedures• Conducted UAT testing on a regular basis• Deal with vendors on a regular basis• Managing workload with the team and ensure triage is completed in a timely manner• Vendor Management

• I Provide analysis and problem resolution expertise to the business across all business applications• Identify issues and document requirements and alternative solutions• I liaise with business to determine solutions and timeframes required• I undertake escalation procedures, coordinate communication with clients, support units and staff and monitor service issues until resolution• Keeping the customer up to date on all requests in a timely manner• Completing thorough investigation into all issues prior to assigning to other teams for further investigation• Liaise with application vendors (3rd Level) on technical matters and technical support, in addition to liaising with the internal 3rd level BTG teams• I support Salesforce which is a cloud based CRM• I support Assyst which is an ITSM system for logging tickets• I complete regular releases for systems that I support• I have worked on major projects and have delivered at the highest level• I am heavily involved in risk and governance of systems I supportChange Manager• Managing Change queue and making Change Manager Approvals• Ensuring the Request for Change process is followed through as per ITIL• Chairing the Change Advisory Board Meeting• Coordination between for implementation and testing for changes