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    Service Manager - Metro Manila, Pilipinas - The Dairy Farm Company Limited ROHQ

    The Dairy Farm Company Limited ROHQ
    The Dairy Farm Company Limited ROHQ Metro Manila, Pilipinas

    6 araw ang nakalipas

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    Paglalarawan
    Main Purpose of the Role:

    The Incident/Problem Manager owns and champions the Incident & Problem Management process that will be used across DFIT service operations and serve as a prescribed best practice framework for Country IT to adapt.

    Furthermore, the manager is responsible for overseeing the governance and driving the cadence of activities, involving the corresponding DFIT team in the process of effective Incident & Problem Management.

    Key Responsibilities:


    • Lead the resolution of the P1 Incident by ensuring ALL needed Support teams are present in the call and performs proper escalation as needed
    • Works with Service desk in providing all known information in the P1 email comms in a way that stakeholders will understand
    • Validates and confirms that the incident has been resolved
    • Leads the postmortem discussion after resolution to identify areas for improvement.
    • Own the process and the supporting documentation for the Problem Management process
    • Analyze incident trends, identifying repeat incidents and determining where the application of problem-solving efforts will provide value for DFI Retail Group.
    • Accountable for setting policies and providing leadership and direction for the development, design, and integration of the process as it applies to other applicable frameworks and related ITSM processes being used within DFI Retail Group.
    • Organizes problem review meeting with relevant teams and/or Business Unit representatives
    • Conduct regular audits to ensure full compliance with the processes, SLAs, and determining potential areas for improvement
    • Provide monitoring and reporting against the defined SLAs, KPIs and service improvement plan items
    • Understand the ITSM tool's capabilities and limitations while at the same time ensuring that the ITSM process requirements are also satisfied
    • Regularly conduct process reviews, revisions and re-approvals, including the communication of process updates
    • Conduct process onboarding trainings and refreshers


    Key Requirements:



    Education:

    • Graduate of any IT related course
    Experience


    • At least 9 years of relevant working experience.
    • With at least 5 years of total technical leadership experience
    • Minimum of 3 years of solid Service and Project Management experience required.

    Skills:

    • Strong working knowledge of ITIL V3 Incident, Problem, Change and Service Level Management processes
    • Strong communication skills in English (experience with virtual cross-team)
    • Should have a background in stakeholder management
    • B, C-level management reporting, and communications
    • Working knowledge of Enterprise Application landscape and architecture (preferably, with Retail exposure)

    Role Specific Technical Competencies:

    • Proficient in creating presentations using MS PPT, along with other related applications.
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