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Purpose & Overall Relevance for the Organization:

 

IT service management is the craft of implementing, managing, and delivering IT services to meet the needs of the organization. It ensures that the appropriate mix of people, processes, and technology are in place to provide value.

 

Key Responsibilities:

 

Business analysis

Investigates operational needs and problems, and opportunities, contributing to the recommendation of improvements in automated and non-automated components of new or changed processes and organisation. Assists in defining acceptance tests for these recommendations.

 

Service level management

Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service.

 

Service acceptance

Engages with project management to confirm that products developed meet the service acceptance criteria and are to the required standard. Feeds into change management processes.

 

Change management

Develops, documents and implements changes based on requests for change. Applies change control procedures.

 

Release and deployment

Uses the tools and techniques for specific areas of release and deployment activities. Administers the recording of activities, logging of results and documents technical activity undertaken. May carry out early life support activities such as providing support advice to initial users.

 

Problem management

Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures.

 

Incident management

Following agreed procedures, identifies, registers and categorises incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate. Maintains records and advises relevant persons of actions taken.

 

Key Relationships:

 

Global IT Respective business function (GOPS, Finance, HR, Brand Marketing, Wholesale/Retail) HR Management Controlling

 

Requisite Education and Experience / Minimum Qualifications:

 

Previous knowledge in IT infrastructure and Cloud services (Servers, Databases, AWS, etc.) Four-year college or university degree with focus on Business Administration or IT or related areas, or equivalent combination of education and experience Proficient spoken and written command of English At least 5-year experience in IT 2 year experience in relevant area 1 year of experience in team management Understanding of different culture Participated in projects with people from other functions/markets