.Senior Service Manager - 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 requirements, problems, and opportunities, seeking effective business solutions through improvements in automated and non-automated components of new or changed processes. Works with stakeholders to identify potential benefits and available options for service improvement and in defining acceptance tests.Availability Management: Defines the availability management process and its operation and executes defined availability management tasks. Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels. Implements arrangements for disaster recovery and documents recovery procedures.Service Level Management: Monitors service delivery against service level agreements and identifies actions required to maintain or improve levels of service. Engages with project management to confirm that products developed meet the service acceptance criteria and ensures hand-over to support is established and accepted.Change Management: Assesses, analyses, develops, documents, and implements changes based on requests for change.Release and Deployment: Plans and executes deployments for various product modules from lower to upper environments with minimum dependency and overlap between modules. Participates in Go-Live planning with product owner and DevOps manager. Carries out the builds and tests in coordination with testers and component specialists maintaining and administering the tools and methods.Capacity Management: Designs service component capacity and monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures.Incident Management: Ensures a smooth incident management process from diagnosis, prioritization to investigation of incidents and seeks resolution. Steering operational support partners to ensure quality support and minimal response and resolution time.Problem Management: Initiates and monitors actions to investigate and resolve problems in systems, processes, and services. Determines problem fixes/remedies and ensures the implementation of agreed remedies and preventative measures.People Management / Resource Management: Allocates different work to the respective employees considering experience, complexity, workload, and organizational efficiency. Continuously monitors and evaluates team workload and organizational efficiency and makes appropriate changes to meet business needs
