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Service Manager(incident management)
A service manager is an incident, problem, and change/release manager: 
* Managing the work of Incident support  
* Producing management information and reporting including analysis and 
* Participating in developing and maintaining the Incident Management systems 
moving from IT-technology focus to customer focus 
* Ensure that Incident Management KPI’s in the SLA’s are fulfilled 
* Perform trend analysis on Incidents/ Service Requests and raise Problems if a 
common root cause is lacking 
* Request resources for the support effort 
* Notify the participants in the Incident Management process when standards and 
procedures are not being followed. 
* Monitor the effectiveness of the Incident Management process and make 
recommendations for improving it. 
* Assist operational specialists and other service managers in handling incidents 
and service requests. 
* Identification of problems 
* Monitoring open problems 
* Escalate problems 
* Update problem cases 
* Define work-around 
* Review incidents. 
* Assign resources 
* Relate Incident to problems 
* Report accurate KPI’s 
* Identify trends 
* Ensure that KPI’s are met 
* Participate in improving the problem management process. 
* Assist operational specialists and other service managers in handling problems 
In relation to the customer: 
* Assess change i.e. assess the impact, stakeholders, requested implementation 
date, risks. 
* Resolve conflicts boundary issues regarding change management hence settle 
disputes with customer regarding add on service or not. 
* Quote customer a price for add on service 
* Define, execute and adjust change and release plan 
* Negotiate approval of change 
* Communicate with stakeholders at customer with regards to plan, progress and 
completion of task 
* Ensure the operational documentation is updated 
* Coordinate Service Windows with Customer 
In relation to NNIT: 
* Ensure allocation of resources for assessing a change 
* Plan change – e.g. tasks, deadlines, tests; risks, rollback plan  
* Push for implementation of change according to production schedule  
* Resolve conflicts regard taking ownership of implementation of change. 
* Participate in improvement of the change and release process 
* Updating instructions in relation to handling changes in Remedy 
* Assure that changes are processed such that SLA Reporting can be done within 
* SLA reporting in relation to changes. 
* Ensure that the operational documentation is updated. 
* Ensure that KPI’s are met. 
* Coordinate Service Windows within NNIT 
* Assist operation specialists and other service management in handling changes. 
Min. 5 years of IT related work experience. Long/higher education (university or like) - 
with following supplementary relevant education and certification; The following 
experience is preferred: 
* Domain knowledge and work experience of IT  
* Experience of Service Management Tools 
* (Associated SDM) Ability to handle basic SLA related financial processes 
* Hold ITIL foundation certification 
Be able to use these Tools: 
*Must master MS office - especially Excel.  
* Must master Remedy  
* Must master Sharepoint Portal 
* In good health condition. 

Application deadline


Lucy Lu Dong 
HR Senior Specialist
+86 13821591104

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