IT Service Deputy Manager

• University Degree majored in Information Technology or related
• Excellent English communication skills (both verbal & written) and strong Presentation capabilities
• At least 2-3 years experience working as IT Service Senior Specialist/Deputy Manager  

1. Service Management: 
- Manage IT service delivery, major incidents - ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
- Participate in defining operational level agreements (OLAs) in relation to IT services, ensuring the agreed levels are achieved; service quality and customer expectations are met or exceeded
- Lead internal and third party service review meetings covering performance, service improvements, quality and processes

2. Performance & Quality:
- Manage the quality of deliverables for service to ensure IT standards are applied
- Meet or exceed all defined IT Service KPIs 
- Ensure end user customers are profiled in order that IT deliver the best service possible in context of their activities
- Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
- Provide regular and accurate management reports to an agreed schedule (or on request), on IT Service performance, including capacity management
- Build and maintain relationships with internal customers and key stakeholders 
- ITIL v3 Expert Level Certified Professional
- IT System Operation and Maintenance