Description
Own end-to-end service delivery governance across multiple managed services accounts, including service performance, SLA/OLA compliance, contractual deliverables, customer satisfaction and continual improvementConduct structured weekly and monthly service reviews covering SLA achievement, ageing, backlog, recurring incidents, major incidents, problem records, changes, risks, capacity, availability and improvement actionsDefine, track and report account-level KPIs through accurate dashboards, service review packs and executive summariesAct as the senior operational point of contact for customers, service owners, account managers, technical teams and third-party vendorsManage service escalations, ensure timely communication, drive recovery plans and maintain accountability through closure and customer acceptanceIdentify service risks, scope gaps, demand growth and commercial improvement opportunities; coordinate with sales, account management and delivery leadership as requiredLead L1 IT Service Desk and service management operations, ensuring effective ticket logging, categorization, prioritization, assignment, escalation, resolution, and closure in line with ITIL practicesGovern NOC monitoring, event management, alert response, incident coordination, availability monitoring and proactive fault identification across network, server, cloud, and business-critical servicesMaintain operational discipline for shift rosters, handovers, escalation matrices, on-call coverage, knowledge articles, runbooks and standard operating proceduresEnsure high-quality incident, service request, change, problem, configuration, and knowledge management processesLead major incident management, stakeholder communication, root-cause analysis, and corrective/preventive action trackingManage Production Support teams responsible for monitoring and supporting business-critical applications, interfaces, middleware, batch processes and associated infrastructureCoordinate application, database, network, cloud, security and vendor teams to restore services and minimize business impactOversee Jumbo Group infrastructure and helpdesk support resources, including workload allocation, service quality, site support and performance managementDrive operational readiness, patching coordination, backup monitoring, capacity planning, availability, vulnerability remediation and disaster recovery preparedness with relevant technical ownersPlan and deliver infrastructure projects including enterprise Wi-Fi, LAN/WAN, server and storage platforms, data center services, cloud migration and cloud services, end-user computing and related upgradesDevelop project charters, scope, schedules, resource plans, budgets, risk registers, communication plans, acceptance criteria and transition-to-operations plansManage vendors, procurement dependencies, change control, quality assurance, testing, documentation, stakeholder acceptance and project closureEnsure every project has clear ownership, security and compliance review, operational readiness, knowledge transfer, support model and measurable benefitsLead, coach and develop a large, multi-disciplinary team of service desk analysts, NOC engineers, production support specialists, infrastructure engineers and project resourcesSet individual and team objectives, conduct performance reviews, identify training needs, build succession plans and maintain appropriate shift and leave coverageManage suppliers and subcontractors against contractual SLAs, deliverables, quality, cost and governance requirementsPromote a culture of ownership, customer service, collaboration, documentation, security awareness and continual improvement