Service Manager GBS ITS

Tasks performed regularly which form the essential characteristics of the position

With regards to customers:

+ Acquire an understanding of customer business environment, as well as needs and requirements towards GBS
+ Conduct regular service performance meetings to discuss service levels and lead stakeholder engagement activities
+ Manage escalations and support in resolving major incidents and delivery issues
+ Facilitate improvement plan creation and its follow-through to advance GBS operational results and to ensure customer satisfaction targets are met
+ Enable timely and relevant communication on key changes, change requests and improvements with regards to process, operations, projects, metrics & reporting, etc.
+ Develop, align and follow-up quality metrics with the customer, GBS Ops and relevant stakeholders

With regards to GBS Ops & Global Process Owners:

+ Partner with Product Owners, DevOps, Infrastructure, Security, and Su...