IT Service Delivery Leader - Senior

Key Responsibilities:

Contributes to the delivery and support of specific IT services. Supports the development and maintenance of services and ensures that tools and resources are capable and available ( IT Service Catalog, Asset Management system). Generates and reports service delivery metrics and drives standards across regions and locations ( Scorecards, Service Level Agreement (SLAs) and Customer Satisfaction or Net Promoter Scoring). Acts as a point of contact for customers for service related inquiries and maintains relationships with key customers and suppliers. Is familiar with SLA / Operational Level Agreements between other IT Services Provided. Encourages root cause analysis using the formal problem solving approach for recurring issues. Champions the use of Six Sigma to reduce costs and improve processes. Identifies opportunities for service improvements, discuss with the customer and raise the request for change for assessment if appropriate. Maintain...