Manager - Service Manager

Is accountable to the GSS Request Fulfillment Mgr for the process of service requests: - Ensures the maintenance of the forms follow all steps of requirements definition, development, test specifications and acceptance test. • "Is accountable to the GSS Request Fulfillment Mgr for the process of request fulfillment: - Ensures request fulfilment activities operate in line with service level targets. - ensures the process fulfills GIS' and the business' current and future needs towards efficiency and effectiveness of the process - ensures achievement and high level of quality of the expected process outcomes - • Mentors process practitioners, defines and coordinates day-to-day responsibilities of request fulfillment staff. • Ensures all authorized service requests are being fulfilled on a timely basis. • Reviews and analyses all request fulfilment reports to proactively seek improvements. • Ensures that all associates are effectively trained in the use of the tools required to support the process • Ensures that all activity is effectively tracked and reported – and provides summery reports of team performance to Senior Management – specifically: - Total time to satisfy orders - Management and minimization of order backlog • Identify peaks and troughs to support management in use and deployment of resources (internal and external) to support the process of fulfilment For the Request Fulfilment Manager in charge of tools usage and process performance • Reviews and agree current performance levels and trends with the Head of GSS Request Fulfillment • Working with the Service Catalogue and Portfolio Management team – ensures that changes tomthe catalog are effectiverly and efficiently introduced to the Service Request Fulfilment team to ensure that the process runs accurately and in a timely fashion • Plans and manages support for request fulfillment tools and processes. • Ensures the request fulfillment process is properly integrated with the relevant ITSM processes. " • identifies ways in which performance can be improved • executes plans that deliver the proposed improvement
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