Service Management Analyst at British American Tobacco

WHAT YOU WILL BE ACCOUNTABLE FOR

• Analyses and reviews Service Performance against the SLAs, OLAs and XLA (UX – User Experience);
• Maintains the regular Service Level review process with both the IT Customer and Service Provider which covers;
• Coordinates troubleshooting & high severity incident and escalation management;
• Review outstanding actions from previous Reviews;
• Current Performance;
• Reviews Service Levels and targets (where necessary);
• Reviews underpinning agreements and OLAs as necessary
• Agree with appropriate actions to maintain improve Service Levels.

ESSENTIAL EXPERIENCE, SKILLS, AND KNOWLEDGE

• BCs in Information Systems or relevant field.
• Good communication skills: oral, written, presentation, facilitation;
• ITIL knowledge beyond theory;
• Credibility and trust; ideally has earned the respect of IT managers and other business managers at all levels;
• Ability to work under pressure, handle stressful situations in a calm manner;
• Relationship management and conflict resolution skills;
• The ability to bring together and work with a team of people with varied backgrounds - business analysts, technical experts, process owners - to articulate and remedy service level issues;
• A good understanding of the organization’ services provided and customers/users;
• A good understanding of the organization’s business and how IT contributes to it;
• Innovative thinking with service quality, and its improvement, within limits of costs and business direction.