Brief Posting Description
Single point of ownership for the client IT interaction with IT Service Providers service delivery
Communication and escalation to the IT Service Provider Managers and into the client IT organisation
Detailed Description
• Provide overall IT service delivery to the Delivery organisation - ensure correct operation of IT to support Delivery in providing their service to the client.
• Ensure contractual IT deliverables are understood, documented and can be met/tracked.
• Ensure the IT solution (connectivity, applications, telephony) is documented and understood and that all IT costs being charged to the account/client are fully understood and are reviewed/verified on the appropriate cycle.
• Responsibility for the overall delivery of any contractual/internal/external IT SLA’s and for supporting the business delivery of the contractual SLA’s as required
• Reporting of IT SLA’s, analysis of SLA misses, definition of strategies to improve SLA delivery, work with account team, and client contacts, to refine/redefine SLA measures and targets.
• Contribute to (or set) strategy/direction for the IT aspects of the account - including ensuring the operational support model is appropriately defined/applied, by application area and across the SHS.
• Provide IT input to Service Provider teams - incident/change/problem management, availability and capacity management, escalation management, service level reporting.
• Operate as SPOC for IT contact with the Service Providers.
• Provide an escalation point for operational incident management and change requests.
• Provide account-related input to the standard operational service management/governance processes of GPS IT (change management, including CAB - Change Advisory Board, incident/outage reporting, critical alerting/escalation).
Job Details
| Date Posted: | 2013-09-02 |
| Job Location: | Doha, Qatar |
| Job Role: | Technology/IT |
| Company Industry: | Community/Social Services/and Nonprofit |
Preferred Candidate
| Career Level: | Management |
| Degree: | Bachelor's degree / higher diploma |
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Date Posted: September 02, 2013 at 01:28PM
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IT SERVICE DELIVERY MANAGER - Qatar Foundation
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