Service Improvement Supervisor Roles & Responsibilities

The Service Improvement Supervisor will work closely in conjunction with the Service Delivery Manager and will be responsible for the following:

1. Service Level Management (SLM)

The role of SLM Supervisor is to ensure the goals of the Service Level Management process are achieved. The main goal is to ensure that the levels of IT service delivery are achieved, both for existing and new services in accordance with the agreed targets. The SLM Supervisor will work in close conjunction with the Service Delivery Manager to ensure that all deliverable are met.

Tasks

Define, document, agree, monitor, measure, report and review the level of IT services provided Provide and improve relationship and communication with the business and customers Ensure that specific and measurable targets are developed for all IT services Monitor and improve customer satisfaction with the quality of service delivered Monitor service performance against SLAs Ensure that IT and the customers have a clear and unambiguous expectation of the level of service to be delivered Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so Designing SLA frameworks - in conjunction with Service Delivery Manager Determine, document and agree requirements for new services and produce Service Level Reports Review and revise underpinning agreements and service scope Produce service reports Conduct service reviews and instigate improvements within an overall SIP

Production Key Performance Indicators (KPIs)

Number of services that are not meeting agreed service targets at present Number of services without updated SLAs at present Number of SLA targets missed Number of SLA targets threatened Percentage of services covered by SLAs Percentage of the coverage of OLAs and third-party contracts in place

Metrics

Number of bypasses of the service Number and severity of service breaches Number of services with timely reports and active service reviews Number of SLAs Results from Customer Satisfaction Surveys Documentary evidence that issues raised at service and SLA reviews are being followed up and resolved Incidents against the service

Reporting

IT Service Delivery Manager (Primary) VP ITS ITS Manager

2. Major Incident Management

When an Incident is declared as or elevated to Major status, management (end to end) of that incident will fall within the purview of the service improvement supervisor Tasks to provide an effective communication system across the University during a major incident to ensure that an appropriate Major Incident Team(s)/Management Group are in place to manage a major incident that there are in place appropriate arrangements to ensure that major incidents are notified promptly to appropriate management and technical groups, so that the appropriate resources are made available to conduct major incident investigations and to contribute to the business/organizations knowledge of the causes of incidents to provide timely information about the causes of incidents and any relevant findings from investigations to conduct a review of each major incident once service has been restored and, in line with problem management, to look at root cause and options for a permanent solution to prevent the same major incident happening again to conduct reviews of major incident investigation policy and procedure, independent of the major incident investigation, and to report on them (any lessons to be learned from the policy and procedure review will be considered, and appropriate action taken to ensure any improvements to existing arrangements are implemented within a specified timescale)

Reporting

ITS Management Group Stakeholders

3. Special Purpose Projects

Provide Project Management and technical guidance for projects spearheaded by the Service Delivery Unit. All projects will be guided within the auspices of the ITS PMO. Reporting

Service Delivery Manager ITS PMO Project Stakeholders