
Assistant Service Manager
2 weeks ago
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Service Analyst - SAP BRIM (NBS)
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Synapxe
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Position Overview
The Assistant Service Manager is responsible for maintaining high levels of service and ensuring all IT operations activities are performed effectively. You are the subject matter expert in technology and/or the business domain.
You will drive both internal and external teams to resolve complex problems, ensuring high resiliency and compliance with SLAs, KPIs, and metrics related to service and operations performance. You should have strong analytical skills to track and analyze reports on service performance metrics and operational activities.
Role & Responsibilities
Serve as a Subject Matter Expert to enhance the organization's ability to apply service operations and maintenance frameworks effectively.
Implement response and recovery plans to improve service recovery processes.
Assist senior leaders in disaster recovery planning and related activities.
Lead review meetings with internal teams and third-party service providers to discuss performance, service improvements, quality, and processes.
Troubleshoot and resolve service health issues, coordinating with relevant parties to eliminate impediments impacting service performance.
Organize system activities, including planned maintenance, backups, and disaster recovery drills.
Support and assist during high-severity incidents, facilitating problem management meetings.
Develop operational support materials covering internal security and technology standards.
Collaborate with internal teams to restore services during incidents, gathering experts for root cause analysis and resolution.
Track and ensure compliance with SLAs, KPIs, and metrics related to service and operational performance.
Requirements
Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field.
Minimum of 5 years of experience in IT service management or related roles.
Proven experience in managing service operations, incident management, and problem resolution.
Experience working with third-party service providers and vendors.
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Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
IT Services and IT Consulting
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