Indra Group
Service Management Officer (SMO)
London
Posted 9 days ago
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Service Management Officer (SMO)
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Responsibilities
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- Assists in defining, documenting, and updating the SLA
- Prepares SLA Reports (analysis, justification, and identification of action items to be provided by the SDMs /SDLs)
- Submits monthly SLA Reports to stakeholders
- Develops /enhances SLA Report template and other monitoring tools template
- Calculate, monitor, and track penalties and rewards, if applicable, and provide report
- Provide other SLA-related reports / statistics
- Ensure that defined metrics are being collected and governance tasks are executed to standards
- Assists in conducting quality assurance process audit
- Aid in the use of data and data analysis for the improvement of Services and Service Management Processes
- Develops, documents, monitors, and updates required policies, standards, guidelines, reports, processes, and other supporting templates /standards
- Closely coordinates with relevant personnel (e.g. Quality Manager, Process Managers/Owners, Transformation Manager, SMO Lead) for improvements
- Coordinates the continuous activities of managing ITSM services which may include Process Design, ITSM Tool Support, Process Governance, and Continual Service Improvement
- Monitor status and make follow up on identified action items
- Facilitates meetings and prepares minutes and highlights and action items
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