Service Level Manager

компания "british american tobacco uzbekistan" responsibilities: responsible for the delivery of agreed work products, resources, expertise and guidance in order to deliver the following: incident management and resolution. problem management and resolution. local it security management and execution of agreed plans. execution of on going service improvement plans. contractor management. embed global processes, tools, vendors and standards within local market review and analyse service level reports support local managed workplace (mwp) ensure resolution of issues impacting local business performance and continually improve local it service manage legacy service staff where activities are not delivered through global agreements ensures staff use agreed global, standardised dbs service management processes e.g. for financial management, supplier management, it security, application support, asset management, service design, service transition management, knowledge management, tools & workflow example outputs: (a) service level reports, (b) service improvement plans, (c) dbs it security dashboard. ensure effective evaluation of business risks and issues related to operational incidents, potential application changes and internal audit reports. implement appropriate risk management processes and take appropriate and timely actions. negotiate, agree and manage operational plans, service level agreements and budgets and monitor implementation to ensure targets are met. requirements: degree educated with 6-8 years post graduate work experience including the management of complex it services environment and /or business facing it role experience in large global organisation using in-sourced and out-sourced it services and a good working knowledge of the management of global applications services good knowledge of it service management best practice (itil) in specific process areas working conditions: 5/2 working schedule very friendly colleagues career opportunities comfortable gym medical insurance annual bonus