Service Level Management

Service level management solutions

Bates IT employs service managers on all major sites, ITIL accredited to intermediate standards or higher. The service delivery manager is responsible for the day-to-day operations, refining and improving services through strategic implementation of activities, planning, and reporting against key performance indicators.

Service Description

  • Escalation point and escalation process owner for Bates IT;
  • Organising engineers, shifts, rotas, on-call, sickness and annual leave;
  • Operational meeting with the engineers to communicate tasks,issues, process changes, operational events that may have impact on service;
  • Facilitates problem & change management inputs and requirements from EUD teams;
  • Creates processes and focuses on continual service improvements;
  • Ensures services are delivered in line with SLA, KPI and ensures all CFS are achieved and maintained;
  • A “go to” person for “business clients” relating to service issues and problems, attends meetings and communicates requirements from the business to our internal teams;
  • Develop the team through workshops on technical changes and improvements and support for developing engineer’s customer relationship through delivering service excellence;
  • Reporting metrics and statistics of service via customer status reports.

Bates IT Limited
Walkers House
School Road
Essex CM77 6ST
01371 875522

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