Service Level Management
ACTIVITIES, PLANS, AND PROCESSES TO REFINE SERVICES

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.