Act as the escalation point for unresolved Incidents
Monitor the resolution of incidents involving multiple Service Providers and ensure it is within the SLA
Trending of incidents across providers
Escalation of Incidents and issues to Customer
Manage Major Incidents or situations across providers
Implementation and maintenance of the ITSM platform, processes and procedures across the internal organisations and external providers (as appropriate)
Implement OLAs, as agreed by the Customer, covering interactions between Service Desk and Service Providers to support Incident diagnosis, reporting and tracking and resolution
Provide guidance to internal and external Service Providers in fulfilling their incident management roles and responsibilities.
Identify and implement process improvements and ITSM platform/integration enhancements
Approve non-critical / non-commercial Requests (as may be agreed with the customer)
Take overall responsibility for Request Fulfilment - receive, coordinate, plan, schedule, monitor and report on all Requests.
Ensure that all Service Providers’ participation in the Request Fulfilment process complies with policy and meets agreed service levels
Implement Requests on the self-service portal and associated workflows as agreed by the Customer
Provide guidance to internal and external Service Providers in fulfilling their Request Management roles and responsibilities.