About Skype
Skype is software that enables the world's conversations. Millions of individuals and businesses use Skype to make free video and voice calls, send instant messages and share files with other Skype users. Everyday, people everywhere also use Skype to make low-cost calls to landlines and mobiles. Download Skype to your computer or mobile phone at skype.com
Access to a broadband Internet connection is required. Skype is not a replacement for your traditional telephone service and cannot be used for emergency calling.
Skype, associated trademarks and logos and the "S" symbol are trademarks of Skype Limited.
The Brief
We all know that focusing only on product release and not considering post-production life of the product leads to chaos and clients' dissatisfaction, no matter how good or front ranked the new solution is. Missing correct mutual agreements about non-functional requirements at the beginning of the development leads to conflict between client expectations and reality that the newly mellowed system has to offer. Cool features turn out useless, if system uptime, for example, does not satisfy the client´s need.
The Service Manager focuses to the client´s business needs and continuously follows them by improving delivered solutions and offering new ones. They ensure that:
performance targets (and any other targets e.g. cost and quality) continue to be met;
- the end customer remains satisfied with the services;
- the expected service delivery benefits continue to be achieved;
- the services continue to be performed and delivered in the expected manner
Key Responsibilities
- Creating and maintaining a Catalogue of Services
- Overseeing the performance of the services on a day-to-day basis
- Negotiating, getting buy-in for, designing, and maintaining Service Level Agreements (SLAs), Operational Level Agreements (OLAs) and UCs
- SLA and OLA performance analysis, reviewing and reporting
- Regular review of performance measures, correcting and adjusting them as necessary
- Improving Service performance
- Establishing and maintaining strong working relationships with Business, Development, QA, Site Operations and other peer units
- Establishing and maintaining Problem Management for the service.
- Act as a single point of business contact for all queries and issues related to the Service
- Take day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of all issues which arise in connection with the Service
- Leading the discussions on any proposed changes or improvements to the Services with the contract manager (or the contract management team) and any other relevant parties
- Ensure continuous alignment of the services with the customer's needs, i.e. changing work patterns, workloads, revised aims and objectives
- Conducting annual or more frequent assessment and reviews of the entire SLM process; Negotiating, getting buy-in for and control necessary amendments.
- Desirable functional / technical skills
- Technical understanding with ability to translate into business concepts
- ITIL certification at the 'masters' level preferred
- ITIL knowledge beyond theory.
- A good understanding of the organization's IT infrastructure, services provided and customers/users
- A good understanding of the organization's business.
- Statistical, numerical and analytical principles and processes
- Innovative thinking with service quality, and its improvement, within limits of costs and business direction
Behaviours
- Very strong communication skills
- Ability to think and act both strategically and tactically
- Credibility and trustworthiness;
- Ability to work under fire; handle stressful situations in a calm manner
- Relationship management and conflict resolution skills
- The ability to bring together and work with a team of people with varied backgrounds - business analysts, technical experts, process owners - to articulate and remedy service level issues
- Patience, tolerance, resilience (lots of it!)
- Flexibility and adaptability
- Ability to think innovatively
Qualifications
- ITIL Masters Certification preferred
Ref: JKT - SM - AP - TL
