About this role
Service Management Officer (SMO)
Location
Philippines, PH
Responsibility statements:
- Assists in defining, documenting and updating the SLA
- Prepares SLA Reports (analysis, justification and identification of action items to be provided by the SDMs /SDLs)
- Submits monthly SLA Reports to stakeholders
- Develops /enhances SLA Report template and other monitoring tools template
- Calculate, monitor and track penalties and rewards, if applicable, and provide report
- Provide other SLA-related reports / statistics
- Ensure that defined metrics are being collected and governance tasks are executed to standards
- Assists in conducting quality assurance process audit
- Aid in the use of data and data analysis for the improvement of Services and Service Management Processes
- Develops, documents, monitors and updates required policies, standards, guidelines, reports, processes and other supporting templates /standards
- Closely coordinates with relevant personnel (e.g. Quality Manager, Process Managers/Owners, Trasnformation Manager, SMO Lead) for improvements
- Coordinates the continuous activities of managing ITSM services which may include Process Design, ITSM Tool Support, Process Governance, and Continual Service Improvement
- Monitor status and make follow up on identified action items
- Facilitates meetings and prepares minutes and highlights and action items
Note: This listing reflects the responsibilities described in the source content and does not imply an offer of employment.