IT Service Catalog Manager Job in Phoenix, Arizona US
IT Service Catalog Manager* Creates and maintains the Service Catalog of Services offered by IT* Assists service owners in the negotiation and maintenance the Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)* Analyzes and reviews service performance against the SLAs and OLAs * Produces regular reports on service performance and achievement to the Customer and IT at an appropriate level * Organizes and maintains the regular Service Level review process with both the IT Customer and IT which covers: * Reviewing outstanding actions from previous reviews * Current performance * Reviewing Service Levels and targets (where necessary)* Reviewing underpinning agreements and OLAs as necessary * Advising appropriate actions to maintain/improve service levels * Identifies and communicates to service owners actions required to maintain or improve service levels * Provide oversight of the cost model and monitor changes to ensure continued alignment with the Service Catalog* Coordinates an annual review of the entire Service Level process and facilitates negotiates, agrees and controls any amendments necessary * Acts as coordination point for any temporary changes to service levels required and oversees the retirement of these changes ie extra support hours required by the customer, reduced levels of service over a period of maintenance, etc.) Key overall skills* 8+ years relevant experience and a Bachelor's degree in IT, IS, Business or Finance, or equivalent experienceA good understanding of ITIL framework; candidates with ITIL Certifications are preferred* ITIL V2 Masters highly desired* Working knowledge of qualifying IT factors in order to understand how customer service requirements will affect service design, transition & delivery* Excellent communication and negotiation skills* Knowledge and experience of contract and/or supplier management roles* Good people management/coordinating and administrative skills * Good understanding of statistical and analytical principles and processes* Excellent presentation and facilitation skills* Experience defining and managing processes* Client relationship management skills* Innovative in respect of service quality and ways in which it can be improved within the bounds of the organizations limits (resource, budgetary, legal etc.) * Practical experience in analysis, requirements and analytic computation* A good understanding of statistical and analytical principles and processes* Strong reporting skills and detail oriented* A good understanding of available and emerging IT technologies * Experience in MS Office, Excel, Powerpoint
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