Senior IT Services Delivery Analyst
Negotiates and manages operational level agreements, underpinning contracts and service levels agreements with Company’s Divisions and external vendors.
Works with the business and service providers to define the proper metrics and KPIs in evaluating service delivery quality and performance levels. Produces regular reports on service performance and achievement t stakeholders.
Coordinates with internal and external teams to identify service delivery issues and develop improvement plans.
Proactively defines availability and develop capacity plans against demand for IT services.
Initiates and manages programs to improve operational efficiency and reduce client specific support costs.
Ensures quality IT Services (based on the service catalogue) are provided to the agreed service levels to support the business to achieve its goals.
Responsible for maintaining the Service Catalogue, ensuring that all information within the Service Catalogue is accurate and up-to-date. Holds regular service review meetings with key GASCO End-user to review targets, obtain feedback, follow-up actions, and proactively manage service or solution change.
Ensures that the IT division is able to gather, analyse, store and share knowledge and information. His primary goal is to improve efficiency by reducing the need to rediscover knowledge
Responsible for the effective implementation of the Incident Management process and carries out the corresponding reporting.
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