Service Management Officer (SMO)

Location: Philippines, PH

Profile: User Management

Required experience:

Working mode:

Role: T I

Service Management Officer (SMO)

• Assists in defining, documenting and updating the SLA

• Prepares SLA Reports (analysis, justification and identification of action items to be provided by the SDMs /SDLs)

• Submits monthly SLA Reports to stakeholders

• Develops /enhances SLA Report template and other monitoring tools template

• Calculate, monitor and track penalties and rewards, if applicable, and provide report

• Provide other SLA-related reports / statistics

• Ensure that defined metrics are being collected and governance tasks are executed to standards

• Assists in conducting quality assurance process audit

• Aid in the use of data and data analysis for the improvement of Services and Service Management Processes

• Develops, documents, monitors and updates required policies, standards, guidelines, reports, processes and other supporting templates /standards

• Closely coordinates with relevant personnel (e.g. Quality Manager, Process Managers/Owners, Trasnformation Manager, SMO Lead) for improvements

• Coordinates the continuous activities of managing ITSM services which may include Process Design, ITSM Tool Support, Process Governance, and Continual Service Improvement

• Monitor status and make follow up on identified action items

• Facilitates meetings and prepares minutes and highlights and action items