1 Escalation Management Jobs in the South East

Job DescriptionKey Responsibilities:The SIAM Lead – is accountable for Service Integration & Management Tower along with Governance for the management of Service Providers performance against the contracted and agreed service levels.Must understand the overall setup of IT Services and roles played by various Service ProvidersMust understand the Supplier SOWs … and collaborative relationships with the Service ProvidersUnderstand business drivers, customer strategy and act as a face of the customer to the Service ProvidersHandle Dispute Management & Escalation Management to ensure smooth OperationsIdentify potential risks proactively and highlight with Customer & Service Providers for timely mitigationEnsure performance reports are published … SLAs, OLAs and underpinning contracts; ensure regular monitoring of SLAs & intervention if SLAs are endangeredConvenes the board with representatives of relevant processes, services, operations management and the customerReviews and agree current performance levels and trendsEnsure Process Compliance, Adherence Maintenance of Service Management Process ToolsGovern the Continual Service Improvement more »