The service manager on duty is a sort of 'ambassador'; a face representing CERN, a person one can talk to and who is able to facilitate problem resolution.

Duties & Responsibilities

The SMoD is involved in Service Management procedures on a day-to-day basis without direct participation in daily operational activities. With excellent and deep knowledge of CERN, its procedures, processes and culture the SMoD maintains vital relations with people on all levels of the organization and is able to find creative solutions to complex and new issues. The SMoD’s main role is to represent the operational Service Management organization towards users and customers and to act as a central contact person for exceptional needs. He/she is physically available in order to guide/redirect users, to solve very particular or more complex issues, to receive complaints or to coordinate the resolution of specific requests in close collaboration with Service Desk staff. Responsibilities do not include operational tasks such as registering tickets, answering the phone or monitoring Service Desk operation. A second core element of the SMoD role is active participation in escalation procedures when necessary. Here the SMoD acts as an arbitrator and coordinator between unsatisfied users, Service Desk staff and 2nd or 3rd Line experts. The SMoD does not inherit any responsibilities from Service Owners or Service Managers. Although the SMoD’s main goal is the improvement of customer’s and user’s satisfaction, he/she is responsible neither for the quality of the services nor for the quality of the described processes. The SMoD reports to the Service Managers’ team.

Tasks

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

• Direct contact & communication with users and customers
• Support and guidance for users and customers
• Coordination and solution of specific and escalated Incidents and Requests
• Communication with all roles involved in Service Management processes to improve daily operation procedures as well as customer’s satisfaction

Skills, Experience & Knowledge

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

• Excellent knowledge of CERN and CERN specifics
• Wide knowledge of topics areas covered by the service catalogue
• Overview over all offered services
• Capability to convey professionalism, competence and expertise to our customers
• Excellent communication, negotiation and mediation skills

Assignment

The role of Service Manager on Duty is assigned to a small number of staff members from different departments. A minimum of one person should represent the role within the opening hours of the Service Desk at any time.