SLA & TREND MANAGEMENT SENIOR OFFICER

Job Purpose:

Engage effectively in operational service improvements initiatives and drive culture of continuous improvement across all IT processes. Working with IT teams across the IT to recommend processes efficiencies and support new demands and challenges ensuring alignment to the IT strategy and values. Making sure that services delivered remain in line with ever changing business needs in terms of effectiveness and efficiency of existing processes with a strong understanding of the impact related to the provision of new or changed services. Consolidate KPI Metrics and collect measures of IT Business Services availability, to ensure current and planned IT services are delivered to agreed IT target. Monitor closely SLA periodical reports on different IT services and analyse all IT KPI's for deviations and report to the respected IT area for improvement.

Job Description:

1. Identify, review, analyse, prioritize, and recommend improvement opportunities across the service lifecycle, sourcing models, technologies and partners, staff skills and training and communications.

2. Build a service improvement register "SIR" to track improvements from identification to implementation and delivery.

3. Deliver the improvement plans to align & support changes in the business processes.

4. Maintain overall health of ITSM as a discipline within the IT department.

5. Periodically conduct maturity assessments against the process activities and associated roles.

6. Measuring and identifying the value created by CSI improvements.

7. Adopt improvement concepts such as PDCA, ITIL CSI Approach, 7-Step Improvement Process.

8. Defining of metrics and KPI's for IT services that are being delivered by the team to end users, by monitoring & measuring the availability and performance of IT services.

9. Develop SLA's with internal customers and create buy-in for adherence to these SLA's within CIB.

10. Develop OLA's with other IT and respective teams and create buy-in for adherence to these SLA's within the IT department.

11. Review outsourced functional SLA with the IT vendor management to ensure that targets are aligned with CIB SLA targets.

12. Support & coordinate in the implementation of the Service Level Management (SLM) structure for CIB and advocate this structure to ensure buy- in for SLM in general and designed structure in particular.

13. Analyse all IT service delivery reports to identify any improvements in the process to proactively drive higher standards of the provided services.

Policies, Processes and Procedures

14. Follow all relevant department policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner

Day-to-day operations

15. Follow the day-to-day operations related to own jobs in the IT Security, Control and Quality Assurance department to ensure continuity of work.

Compliance

16. Comply with all relevant CBE regulations, banking laws, AML regulations and internal CIB policies and code of conduct in order to maintain CIB's sound legal position and mitigate any potential risks