CHANGE MANAGEMENT• Supporting weekly CAB (Change Advisory Board) meetings activities• Supporting annual Service Protection Period management activities (Special Days, Year End & Half Year Embargo etc.) • Supporting Major&Minor Release activities and responsible to support preparation of annual Change Calendar• Support for the Governance of all freeze periods (Finance, Month End etc.)• Point of escalation on, Supporting dispensation processes of all Emergency Changes•… Show more CHANGE MANAGEMENT• Supporting weekly CAB (Change Advisory Board) meetings activities• Supporting annual Service Protection Period management activities (Special Days, Year End & Half Year Embargo etc.) • Supporting Major&Minor Release activities and responsible to support preparation of annual Change Calendar• Support for the Governance of all freeze periods (Finance, Month End etc.)• Point of escalation on, Supporting dispensation processes of all Emergency Changes• Approver for all operational, software and 3rd party changes• Monthly reporting all change KPIs (conflict, impact, success etc) Monthly reporting for Watchlist (changes vs projects)• Quarterly reporting change analytics (changes vs incidents)• Business notification in case of significant disruptive changes• Supporting for SLA, OLA, PLA Management ActivitiesPROBLEM MANAGEMENT• Supporting DQRs (Daily Quality Review) meetings• Supporting MIRs (Major Incident Review) meetings and processes• Supporting SIPs (Service Improvement Programme) meetings and processes• Supporting DSR (Daily Service Review) communication• Documentation of all Problem Reports and Actions• Support for Deep dive root cause and impact analysis, Kepner Tregoe and 5why allignment for the problems• Monthly reporting all problem KPIs (trend, change relation, number of actions etc.)SERVICE LEVEL MANAGEMENT• Maintenaning the Service Catalogue across the changing environment • Performing active reviews of agreements (e.g. PLAs,SLAs, etc…) and implement processes.• Continual improvement of IT Service Management & Operations performance to ensure agreed service levels are delivered to the business.• Providing weekly and monthly Service Performance reports including customer satisfaction survey results.• Work with other global Service Manager professionals on defining and adopting globally consistent information framework along with consistent metrics and KPIs. Show less

•Support for Service Level Management activities including weekly Management Informational Reports, meetings, reporting monthly KPIs and support for redesigning the process through ITIL standards.•Support for End-to-end delivery of Operational technology services to customers in line with contractual obligations and customer satisfaction requirements.•Activities for continual improvement of IT Service Management & Operations performance to ensure agreed service levels are delivered to… Show more •Support for Service Level Management activities including weekly Management Informational Reports, meetings, reporting monthly KPIs and support for redesigning the process through ITIL standards.•Support for End-to-end delivery of Operational technology services to customers in line with contractual obligations and customer satisfaction requirements.•Activities for continual improvement of IT Service Management & Operations performance to ensure agreed service levels are delivered to the business.•Support for Problem Management activities within Problem Management meetings, Daily Quality Reviews, deep dive root cause analysis, and reporting monthly KPIs.•Participate in the development of Service Level Agreements and ongoing management of service level compliance, •Develop and enhance cooperative interdepartmental and vendor relationships and communications. Show less