Service Manager II
TransUnion
Bogota, Colombia
hace 1 día
source : The Muse

What We'll Bring :

En TransUnion, tenemos un ambiente acogedor y enérgico que fomenta la colaboración y la innovación. Estamos explorando constantemente nuevas tecnologías y herramientas para ser ágiles.

Este entorno le brinda a nuestra gente la oportunidad de perfeccionar las habilidades actuales y desarrollar nuevas capacidades, al mismo tiempo que descubres tu potencial.

Forma parte de nuestro equipo : trabajarás junto con excelentes personas, productos pioneros y tecnología de vanguardia

What You'll Bring :

Basic Accountability Statement

The IT Service Manager is responsible for service management across platforms, multiple channels and services to ensure service availability, performance and process maturity across this landscape.

This manager is responsible for defining service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions from a fully functioning multi-

sourced service support team with a customer-centric support approach across multiple locations, focused on service availability and performance.

Under limited direction, the IT Service Manager has duties of instructing, directing, and checking the work of others. Acts as an expert with technical knowledge and thorough understanding of the ITIL processes from support functions to change management.

The IT Service Manager reports to the IT Leader (CIO) of Colombia.

This position is responsible for completing the duties and responsibilities described below. In order to achieve this, this position must be able to meet the qualifications listed below as well.

Duties & Responsibilities

Ensure all service and support functions remain responsive to customer needs Lead and direct teams to make sure that service level agreements (SLAs) and operational level agreements (OLAs) are in place with both external and internal teams (including business team inputs) Takes management information and consolidates agreed key performance indicators (KPIs) into product or service measures that underpin service management of a specific product or service.

Liaise with all other IT service functions to make sure that services are maintained Act as a primary contact for all customer queries and issues.

Ensure team follows best practices and maintain service level agreements. Supervise all tasks to completion assigned to the team.

Ensure the service catalogue and wider IT service operations knowledge library is maintained Ensure all technical change is communicated and managed, with appropriate governance Ensure that a program of continual service improvement is put in place across the wider service delivery function Perform root cause analysis (RCA) is performed for major incidents and repetitive incidents (problem) and develop resolution plans.

Administrative : Submits accurate time submittals per manager's designated standards. Attends meetings on time and actively participates.

Closes loop on all actions whether they come via MS-Project, meetings, email, etc. Proactively, emails team members regarding service issues.

Assists management in defining organizational requirement needs at a strategic level (e.g. reorg). Performs other related duties as assigned.

Impact You'll Make : See above

TransUnion Job Title

Manager II, Application Support

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