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ITSM Process Lead position



LOCATION – LINCOLNSHIRE, IL



DURATION – 6 MONTHS



Please find below the JD for ITSM Process Lead position.



Co-ordinate inter-process changes with process owners

• Ensure alignment of ITSM solutions to organization and organization
business needs

• Create and maintain the catalog description of existing services offered

by organization

• Formulate, agree and maintain an appropriate SLM structure for the

Service Delivery

• Ensure appropriate OLAs/SLAs in place to support any new services

• Analyze and review actual service performance against SLAs and OLAs

• Provide regular reports on service performance and achievement to

organization

• Review SLA targets and metrics where necessary

• Review OLA targets and metrics where necessary

• Agree appropriate actions to maintain or improve service levels

• Initiate and coordinate actions to maintain or improve service levels

• Review third party underpinning agreements where necessary

Provide input for maintaining the catalog description of existing

services offered by organization

• Assist with actions to negotiate, agree and maintain SLAs in

conjunction with organization

• Assist with actions to negotiate, agree and maintain OLAs within
organization

IT support areas and business units

• Analyze and review actual service performance against SLAs and OLAs

for service areas under scope

• Provide input and assist in development of regular reports on service

performance and achievement to the Service Manager

• Review SLA targets and metrics where necessary

• Review OLA targets and metrics where necessary

• Review third party underpinning agreements where necessary

• Identify appropriate actions to maintain or improve service levels

• Initiate and coordinate actions to maintain or improve service levels

• Act as a coordination point for any temporary changes to service levels

Responsible for reviewing problem trends and proactively taking actions to
identify problems and remove

errors for a department or business unit

Provides a single point of contact and is responsible for coordinating all
change functions







Thanks & Regards

Abhay Tiwari

Sr. Technical Recruiter

abha...@idctechnologies.com <jama...@idctechnologies.com> | 408-457-9399
Ex. 2033

Gtalk : abhaytiwari9009

Skype: akt.idc

IDC Technologies, Inc. |1851 McCarthy Boulevard, Suite 116, Milpitas, CA,
USA, 95035
Web: www.idctechnologies.com

ISO 9001-2008 Certified



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