PURPOSE STATEMENT :
Responsible for monitoring Service Level Agreements and ensuring that they meet the required levels. The employee must make sure that all IT Service Management processes, Operational Level Agreements and Underpinning Contracts are appropriate for the agreed service level target.
DIMENSIONS : Strategic Scope
Cluster according to time-zone
Size (yes) / importance of geography and volume of SLAsv(yes)
Responsible for keep the infrastructure state, maintenance, replace, and retirement of the assets. The services under the responsibility of the Infrastructure Manager are typically the underpinning (or supporting) services that enable the delivery of customer-facing.
Analyses and reviews Infrastructure Performance.
Maintains the regular review process with suppliers which covers :
Review outstanding actions from previous Reviews;
IT Security compliant status;
Reviews Service Levels and targets (where necessary);
Agree with appropriate actions to maintain / improve user experience.
Initiates any actions required to maintain or improve Service Levels
Acts as co-ordination point for changes to infrastructure changes
Ensures that appropriate changes are assessed for their impact on service levels
Accommodating Service Improvement Plans
SKILLS, KNOWLEDGE, EXPERIENCE
Good communication skills : oral, written, presentation, facilitation
ITIL knowledge beyond theory.
Credibility and trust; ideally has earned the respect of IT managers and other business managers at all levels
Ability to work under pressure, handle stressful situations in a calm manner
Relationship management and conflict resolution skills
The ability to bring together and work with a team of people with varied backgrounds - business analysts, technical experts, process owners -
to articulate and remedy service level issues
A good understanding of the organization’s IT infrastructure, services provided
A good understanding of the organization’s business and how IT contributes to it
Innovative thinking with service quality, and its improvement, within limits of costs and business direction
ROLE SPECIFIC ACCOUNTABILITIES :
Responsible for managing local infrastructure services and support teams across pillars
Manages any local datacentre activities & coordinates resources for DC related tasks
Acts as SPOC for data collection and analysis on BAT infrastructure items
Monitor performance on key infrastructure services
Ensures compliance, owns and tracks delivery of any required remediation activities
Supports landing of any global technical initiatives
Runs / participates in the Regional CAB for Infrastructure / Apps Changes
If you have the talent and motivation to help us succeed you’ll find we are equally committed to helping you reach your full potential too.