IT Project Supervisor - Service Delivery
JOB DESCRIPTION
1. Responsible for the overall supervision of the performance of the following Services:
a. IT Servicedesk Support
b. End User Desktop Support
c. Network Administration and Support
d. Server and Application Administration and Support
e. IT Asset Management
2. Compliance with the Service Level Agreement (SLA) and Key Performance Indicators (KPI) of the team.
3. Proper and timely submission of documentation and reporting requirements.
4. Representation of the Service Provider during service performance reviews
5. Focal point of the Service Provider for all concerns and requests related to the Services stated
6. Supervising major incidents and providing action items immediately.
7. Supervising workloads of the Level 1 and Level 2 Support. Proper delegation of tasks to deliver on time.
8. Manage and meet the SLA for BAU Service Requests, inquiries and Incidents.
9. Monitor of all the issues raised and requests. Promptly address the unassigned ticket to properly assigned to the respective resolver.
10. Escalate to 3rd party vendors and/or TMP IT organic team of related issues and requests that cannot be done at his/her level.
11. In coordination with Level 1 TL and Level 2 TL, monitor status all escalated issues, concerns and requests to 3rd party vendors and/or TMP IT organic team and ensure closure within SLA.
12. In coordination with Level 1 TL and Level 2 TL, ensures timely status update to Client Person-In-Charge of any pending issues, concerns and requests.
13. In coordination with Level 1 TL and Level 2 TL, monitor the delivery teamwork schedules across all sites ensuring availability of support as stated in the contract.
14. Check and approved raised new/updated Knowledge-Based in the ticketing system.
15. Check and approved raised new Change Request related to network and server activities. Initiate CAB meeting with Client Person In-Charge for the implementation of the change if necessary.
16. Ensure the implementation of the new process will be carried out smoothly.
17. Coordination and follow-up with stakeholders in alignment with the client's policies and procedures for managing communications.
18. Supervising the IT Asset Hardware movements and inventory.
19. Communication Channels:
o MS Teams Chat
o Group Email
o Phone call via Local Phone
20. Presentation of the following with TMP Stakeholders
a. Weekly Report Update
b. Monthly Business Review
c. Quarterly Business Review
21. Review service deliverables for compliance with Company’s specifications and quality standards; and oversee all approved continuous improvement efforts within the service delivery management scope.
JOB DESCRIPTION
1. Responsible for the overall supervision of the performance of the following Services:
a. IT Servicedesk Support
b. End User Desktop Support
c. Network Administration and Support
d. Server and Application Administration and Support
e. IT Asset Management
2. Compliance with the Service Level Agreement (SLA) and Key Performance Indicators (KPI) of the team.
3. Proper and timely submission of documentation and reporting requirements.
4. Representation of the Service Provider during service performance reviews
5. Focal point of the Service Provider for all concerns and requests related to the Services stated
6. Supervising major incidents and providing action items immediately.
7. Supervising workloads of the Level 1 and Level 2 Support. Proper delegation of tasks to deliver on time.
8. Manage and meet the SLA for BAU Service Requests, inquiries and Incidents.
9. Monitor of all the issues raised and requests. Promptly address the unassigned ticket to properly assigned to the respective resolver.
10. Escalate to 3rd party vendors and/or TMP IT organic team of related issues and requests that cannot be done at his/her level.
11. In coordination with Level 1 TL and Level 2 TL, monitor status all escalated issues, concerns and requests to 3rd party vendors and/or TMP IT organic team and ensure closure within SLA.
12. In coordination with Level 1 TL and Level 2 TL, ensures timely status update to Client Person-In-Charge of any pending issues, concerns and requests.
13. In coordination with Level 1 TL and Level 2 TL, monitor the delivery teamwork schedules across all sites ensuring availability of support as stated in the contract.
14. Check and approved raised new/updated Knowledge-Based in the ticketing system.
15. Check and approved raised new Change Request related to network and server activities. Initiate CAB meeting with Client Person In-Charge for the implementation of the change if necessary.
16. Ensure the implementation of the new process will be carried out smoothly.
17. Coordination and follow-up with stakeholders in alignment with the client's policies and procedures for managing communications.
18. Supervising the IT Asset Hardware movements and inventory.
19. Communication Channels:
o MS Teams Chat
o Group Email
o Phone call via Local Phone
20. Presentation of the following with TMP Stakeholders
a. Weekly Report Update
b. Monthly Business Review
c. Quarterly Business Review
21. Review service deliverables for compliance with Company’s specifications and quality standards; and oversee all approved continuous improvement efforts within the service delivery management scope.