Duties & Responsibilities

Within the scope of this document the term “Service Manager” refers to a team of members from GS/SMS and IT/DI-SM. This team is responsible for the overall definition, coordination, monitoring and continuous improvement of all activities and efforts related to Service Management as a whole. To that respect the Service Manager team has no operational responsibility for any business services nor for any internal (support) services. The Service Manager team does, however, have responsibility for overall service quality, i.e. is responsible for monitoring service delivery and identifying, initiating and coordinating efforts to restore services to agreed levels in case of any Incidents.

The Service Manager team is the owner of ALL Service Management processes:

• Service Catalogue Management
• Incident Management
• Request Fulfillment

Tasks

The following tasks are assigned to the role of a Service Manager:

• Overseeing daily operation activities with regards to Service Desk
• Coordination of second line support activities
• Measuring and determining service quality and reporting for customers and Service Owners
• Overall accountability for the quality and progression of the Service Portal; orchestration of Service Owners and Quality Assurance for data delivered
• Coordinating Service Owners
• Coordinating service strategy and planning (management and continuous improvement of the service portfolio)

Skills, Experience & Knowledge

To be able to fulfill this role the following range of skills, experience & knowledge is required:

• Excellent overview of service structure
• Excellent overview and understanding of organizational structures
• ITIL and service management training
• Communication, negotiation and mediation skills

Assignment

The role of Service Manager is assigned within GS/SMS and IT/DI-SM. Assignments should be defined and carried out as required. The determination of deputies is recommended.