職位描述
?OwnstheServiceLevelManagementprocesslocally,ensuresitsproperexecutionandisaccountablefortheoverallServiceQualitydeliveredbyinternalandexternalITInfrastructureproviderstothebusinessareainscope
?ServesasthecontactpointfortheITBusinessSupportgroupforallITInfrastructurerelatedrequests,questionsandissues.
?EnsuresclosecooperationbetweentherespectiveITBusinessSupportgroupandITInfrastructureserviceproviders.
?EnablesandenhancescommunicationsbetweenITInfrastructureserviceprovidersandtherespectiveITBusinessSupportgroup.
?Monitorsbusinesssatisfactionandadvisessupplier’sServiceDeliveryManager(SDM)forappropriateactionswhereneeded.
?WiththeITBusinessSupportgroupandSDM,analyzesITInfrastructurerequirementsbasedonprojectplansforinputintotheITInfrastructurebudgetingprocessasneeded.
?ConductsorsupportsLocalITHeadindefinitionofServiceLevelRequirementswiththeirbusinessgroups.
?LiaiseswithSDMtodeliverbusinessrequests,providingearlyinputintotheITInfrastruc？tureplanningandbudgetingprocessasneeded.
?CollaborateswithServiceDeliveryManagerto:
?UnderstandcurrentITInfrastructureservices,processes,rolesandresponsibilitiesaswellasservicelevels.
?SupportLocalITHeadincommunicationofInfrastructurepoliciestothebusinessandmanagementofexpectationsofthebusiness.
?ProvideconsultingtotheITBusinessSupportgrouponInfrastructure-relatedissues,plans,etc.
?Arbitraterequestsformodifiedpolicies,servicesorservicelevels.
?JointlydrivechangesinITInfrastructureareasrequiredtomeetbusinessneeds.
?Facilitateserviceproblemresolution.Escalateasneeded.
?Establishlinesofcommunicationforbusinessnotificationofsystemstatus,especiallyescalationpathsincaseofbusinesscriticalsystemoutages.
?Identifycriticalcustomer-relatedInfrastructureprocessesandfacilitateimprovement.
?AssistITBusinessSupportGroupinnegotiatingSLAsandOLAs.
?Monitorandreviewthesuppliers’SLA,OLAperformance
?Continuouslymonitorsresolutionofopenincidentsandescalateswhenappropriate
?Coordinateslocalinputto(andadherencewith)quality,complianceandsecuritystandardsanddeliveryofassociatedcorrectiveinfrastructureactions
IdealBackground
Education:DegreeinInformationSystemsorcomparableeducation/experience
具備信息系統教育經驗和背景
Languages:FluentinEnglish(written&spoken)andlocallanguage
具備英語口語和寫作能力，和本地語言能力
Experience:Atleast3yearsofexperienceinITinfrastructuremanagement,includingprojectmanagement,servicemanagement,vendormanagement,financialmanagement
最少3年IT基礎設施管理經驗，包括項目管理，服務管理，供應商管理和財務管理
