Accountable for the delivery of ITIL Service Operations processes of Problem, Change, Configuration, Incident and Release Management. May specialize in the delivery of one of the processes, or provide management and coordination across multiple processes. Requires a proactive approach to managing events such as an incident or a change, and supports a continuous improvement strategy in providing accurate recording of information and the related analysis of the events. Conduct monthly meetings with the client using the standard SDM monthly meeting agenda. Also, record meeting minutes and action items; plus post to client SharePoint folder. Responsible for monitoring and delivering services against defined service descriptions and service levels. Implements and executes a day to day role, working closely with multiple domains on the development, maintenance and reporting of service catalogues, processes/procedures, and new technology/tools. Innovation- Document ways you have provided innovative recommendations to the client. Can specialize in the execution of the processes above, or in the implementation of the processes into a service or unit. Requires the ability to apply processes, an understanding of technology and its interdependencies to the relevant client business, SLA requirements and key performance indicators (KPI’s). Works closely with Service Delivery Managers, clients and unit to drive down costs to service whilst improving effectiveness of processes. Responsible for the delivery of key performance indicators (KPI’s) including client and management, leadership reporting and trending. Performs a governing role ensuring the individual parts are mutually beneficial and demonstrates how they enhance the quality of IT services. Experts (SME’s) will participate or lead client/unit projects, workshops, presentations and continuous improvement initiatives, developing and advising on industry standards and best practices. The senior positions will develop strategic improvements to both the deliverables of the processes and the development of the processes themselves. Exists in Delivery Centers, responsible for a single or multiple clients, or direct client facing located on client sites. 100% attainment of monthly review of over/under recovery and documentation of reasons. Conduct Quarterly Cost optomization Workshops. Complete Change Orders for all Client Scope changes. Recommend and Accept projects available to advance your career growth and solve business issues.Socialize with client teams IO initiatives and Projects.Manage Security Exceptions, Patching and Educate client teams (AO, BPO, etc) regarding Security Risk. Leverage success stories, recognition, skills improvements and capabilities to promote the ATCNA Cincinnati brand.
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