Service Integration Manager

TNT Global IT
12 Oct 2016
20 Oct 2016
Contract Type
An exciting opportunity has arisen within Service Operations for a Service Integration Manager. Main Roles and Responsibilities · Technical Cross Provider Incident Coordination – Complimenting Incident Management by leading cross provider technical investigations, facilitating effective collaboration across the main service providers, to ensure quick restoration of services as mandated by the installation end to end SLA’s. · Lead Cross Provider / Global IT working parties for long term Incidents and Problems. · Provide key input, expertise, risk and impact assessment and authorisation for all changes subject to the Change Advisory Board (CAB). · Manage collaboration for cross provider Major Changes by providing input and assurance for all pre and post implementation activities, thus ensuring effective coordination of major change activities · Interface into Vendor Service Management for any Service Provider issues that cannot be resolved or require contractual input / agreement or potential contractual change. · Engagement of Service Lifecycle Management team for the definition of Application and Infrastructure related SIP’s for gaps and issues in the Service Provider process, application and infrastructure platforms · Provides key input and representation from both TNT operations and cross providers to ensure that major rollouts, project implementations have fully SIAM representation. · Acts as the liaison between the customer and supplier organisations, utilising the key service management processes on behalf of the customer organisation, enabling all communications to take place effectively and efficiently. (The supplier of a service or system may be either internal or external). · Coordination and management of Service Management SIP’s relating to the Service Management process. · Maintain an awareness of how the business impact may change during a incident life cycle. · For all incidents that cannot be directly resolved, provides an effective interface at the highest level between Global IT, Business users and service providers; ensures that priority setting and escalation procedures are applied effectively and that all complaints are responsibly and professionally resolved. · Regularly monitors the incidence, status and speed of resolution of enquiries and incidents; is pro-active in devising improvements and recommending changes to systems, products or services. · Evaluates and agrees potential solutions for major incidents. · Analyses incidents to show trends and potential problem areas, so that actions can be taken to minimise the occurrence of incidents and to improve the process of incident reporting, analysis and resolution. · Ensure ownership of customer problems/complaints and escalate as appropriate. · Work with the Service Providers and Global IT Service Operations Team to identify ways of improving standards and procedures; · Lead by example exhibiting role model behaviours and competencies; act as a mentor for the Service Integration Management team, developing team spirit and a good working environment; Main Skills and Experiences Required · Proficient in specific standards associated with the IT practitioner's current role. Examples: health and safety standards, departmental programming and accessibility standards, organisational network performance standards, service desk procedures, corporate quality and change management processes andITIL · Proficient in techniques for ensuring that full account is taken of customers’ real and stated needs in the delivery of IT services. · Proficient in the activities, structure, and position in the organisation of the functions or departments for which services are provided. · Familiar with methods and techniques for running effective meetings and for understanding and influencing the roles played by participants. · Aware of methods and techniques for managing contracts to ensure that suppliers adhere to agreed contract requirements. · Acquiring understanding of the underlying issues in complex problems or situations by correctly relating these to simpler or better understood concepts, models or previous experiences. · Taking account of new information or changed circumstances and modifying understanding of a problem or situation accordingly. · Understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions. · Taking innovative approaches to problem solving and devising inventive and creative solutions. · Stabilising relationships and maintaining contacts with people from a variety of backgrounds. Effective and sensitive communicator in different societies and cultures. · Directing others to undertake specified tasks. · Checking progress against targets, reporting as necessary and taking action to resolve exceptions. · Pays attention to detail and has good interpersonal skills. · Has good oral communication and written skills and takes an analytical approach to problem solving. · Is thoroughly familiar with the concepts and practices required to implement effective IT solutions, particularly those employed in own organisation. About TNT Express TNT Express, a FedEx company, is one of the world’s largest express delivery companies. On a daily basis, TNT Express delivers close to one million consignments ranging from documents and parcels to palletised freight. The company offers road and air delivery services in Europe, the Middle East and Africa, Asia-Pacific and the Americas. TNT Express made €6.9 billion in revenue in 2015. Our people make TNT a great company, whether they are delivering goods, working in a sorting centre, or flying one of our aircraft. We are a global team of empowered people united by a desire to deliver an exceptional customer experience. We have an extremely diverse customer base, and, in order to achieve the highest levels of customer satisfaction, we encourage rich diversity within our workforce. Working at TNT means being a part of a service-oriented, global operation. It is a unique environment that thrives on process excellence and a 'can do' mentality. We are passionate about everything we do, and we care equally about our people, our customers and the world. This job was originally posted as

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