Service Process Lead - Major Incident Management

Delivers a specialist service management function within or into an account

Manages elements of service delivery to lower/ middle management level within the customer(s) in order to deliver contracted service commitments & continual service improvements.

Proactively manages elements of capability units & other suppliers in a service partnership as ‘one service team’ to lower to middle management level customers.

Monitors, maintains and ensures compliance to the process/ processes owned (MIM)

Continually review the process and associated activities for efficiency and effectiveness, and make recommendations for improvement.

Undertakes initial investigation to determine scope and details of issues and update stakeholders accordingly

Initiates and manages the development of solutions to identified issues

Checks investigates and analyze statistics to identify historical trends and knowledge gaps and provide relevant support and content via management reporting.

Participates in regular reviews to resolve issues/ review processes with relevant parties, such as Service Desks, Operations, Account Team etc.

Demonstrate leadership and ownership when handling Major Incidents

Escalating when required using matrix to make sure MI is being progressed and action plan established to meet SLA/ KPI and deliver value to customer

Analytical skills and stress resistant able to support dynamic environment

Ensuring everything is properly tracked and documented

Able to work in 24x7 rotation

Ensuring lessons learned are established, documented and chased on a regular base after each MI

Initiate follow up call to cover outstanding actions once MI is resolved with require vendors, customer and Fujitsu delivery units

Constantly working on customer satisfaction to improve standards